Return and than send a new one

[wakayama_w]

The buyer bought from me product X instead of Y. He wants to return X. He opened a return request. And sent it back today. What should I do? He doesn't want refund but only product Y. I think the right thing to do, as he opened a request and he can demand refund, if he wants, is to refund him when I get X back and tell him that he needs to buy Y product. Maybe he'll not like it but I afraid thim ask refund after I'll send him a new parcel with Y.

[johnrj1226]

You thinking is correct.  Unless you properly close out the first return request case for item  X this buyer can end up with  both  X & Y at no cost to them.

[a_c_green]

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@wakayama_w wrote:
The buyer bought from me product X instead of Y. He wants to return X. He opened a return request. And sent it back today. What should I do? He doesn't want refund but only product Y. I think the right thing to do, as he opened a request and he can demand refund, if he wants, is to refund him when I get X back and tell him that he needs to buy Y product.

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I would agree, but don't make it sound like some sort of extra complication (instead of shipping him Y without refunding for X). Just say something like, "Thank you for returning X, and we have sent your refund. Y is still available if you would like to buy it."  Leave it at that.

[mam98031]

I would also agree.  That is exactly what I would do.  Explain to your buyer that it is in both of yours best interest and maximizes the protection for both of you.