how do you send a replacement item for a damaged item without a refund

[inhawaii]

Print another shipping label. You will be charged again. 

Send it out.

Add the tracking number to the original transaction.

There will now be 2 tracking numbers attached to that transaction.

[katzrul15]

You just ship the Buyer a 2nd one - did the Buyer agree to a replacement vs a refund?

[cstpos · Accepted solution]

@AnonymousIf you want the damaged item back, send them a return label to send the damaged item back to you. Once you get it back, send them the replacement. If you don't want the item back, just go ahead send them a replacement.

Make sure all your messaging is done on ebay. Keep track of all the tracking numbers. I would make sure to send them the tracking number via ebay messaging.

Did the buyer open a return or just message you asking for a replacement? If they opened a return, make sure you respond to all ebay updates. It's been a while, but I think there's an option you can choose to send a replacement if you set up your listing that replacements were available.

[luckythewinner]

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@katzrul15 wrote:

You just ship the Buyer a 2nd one - did the Buyer agree to a replacement vs a refund?

But if the buyer has opened a dispute, doesn't this leave you susceptible to a refund and defect from the dispute if the buyer does not close it?

The last time I posted about this I was criticized for not refunding fully AND sending the second item for free.

But since then I have returned to my previous practice of refunding the dispute in full, and then asking the buyer to re-purchase his item to get his replacement.

That resolves the initial dispute promptly, and means that the replacement is a new transaction with a new tracking number and a new shipping timeline. And my buyers have had no issue with it.

[katzrul15]

The OP does not state there is a claim.