Return for Replacement?

[christworks]

I have my listings set up so that when I get a return, I issue a refund, rather than offer return OR replacement. This is because 99% of my listings are singles. 

I have a buyer who received the wrong color of an item. (The item was in a sealed box and the color indicator mark on the outside of the box was apparently marked wrong by the manufacture.) I told the buyer to return the item she got, I would fully refund her, and out on my own dime I could send her a replacement as well. I only have white or black left. 

What the buyer would like to do is to return the incorrect color, me not refund her, and she would take one white and one black. She would still be getting one free, but in essence paying for the other one since I would not be refunding her. 

We are getting into the weeds here, I know. I am okay with what she wants to do, but since I do not have my listings set up to offer replacements, I don't think there is a way to tell it that's what I want to do, is there?

I think at best I could refund her 50% and eat some of the cost. Or, I could fully refund her and she could just buy the second one if she wanted.  If anybody knows of a way to tell the eBay system I want to do a replacement instead of a refund, please let me know. I don't get too many returns, and I may not be remembering all the screen options. 

[kensgiftshop]

If the buyer has filed an INAD, not much you can do but get the item back and refund.

If they haven't buy a shipping label and send to them to return the wrong one and send them the correct one.

[12345jamesstamps]

Are we talking a lot of money or like 20 bucks of an item sold.

I would refund buyer and send correct item out for free and hope for a pleasant feedback from the  buyer.

Would I ask for a return?...Buyers are not shippers and have never asked for a return.

'marked wrong by manufacture'...it's still a mistake by the seller in my opinion.

[caldreamer · Accepted solution]

Customer must open "return request" (do not issue a refund until AFTER you receive the returned item).   Then create a new listing (only charging for 1 shirt) and immediately give your customer the EBAY# so they can purchase 1 black + 1 white shirt.    

Or you can create new listing for charging for 2 shirts with "But It Now or make an offer" ask your customer to "make an offer for the price of 1 shirt".

[inhawaii]

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@12345jamesstamps wrote:

Are we talking a lot of money or like 20 bucks of an item sold.

I would refund buyer and send correct item out for free and hope for a pleasant feedback from the  buyer.

Would I ask for a return?...Buyers are not shippers and have never asked for a return.

'marked wrong by manufacture'...it's still a mistake by the seller in my opinion.

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 Great minds think alike.    😉