item returned but already replaced

[Anonymous]

We sold an item but by mistake sent a similar item and when buyer contacted me (did not open a case) she wanted to return this item but wanted the replacement. I said okay and immediately shipped the replacement.

I could not figure out a way to send her a return shipping label so I told her to contact eBay.

She filed and checked defective or doesn't work and then wrote sent wrong item.

eBay sent label for return but now will not give me any option but to refund.

She has the replacement and is happy but I do not know how to tell eBay I do not owe a refund.

Returned today so I only have 2 days to close.

How can I handle this?

[donsdetour]

refund its the only way since a case was opened.

Oh and if you want the item back you get to pay for a label to return it.

As for the replacment: hope the seller is honest and willing to go ahead and pay for it.

[ogaugeminiaturefigures]

You should have told the customer to request a return at get go. You would then have the option when accepting the return to "send replacement". that would allow you to send a return label and have the customer return the first item and you to upload a new tracking number for the replacement sent. No money would have been deducted from you.

[bigdeals.etc · Accepted solution]

This has happened to me multiple times... some in different order but the outcome is the same. Basically a buyer files a return for a refund and it gets automatically accepted. In the comment the buyer asks to exchange for another size. In those cases I tell the buyer to return the item for a refund. At any time, they can re-buy the correct size and we will treat that transaction separately. Issues arise when you send the replacement and the return shows that the buyer filed for a refund (as you already experienced).

I've dealt with these too. I simply get ebay on the phone and tell them the tracking number that the replacement has been sent. I only do this after the tracking of the replacement shows delivered. The agent will either extend the refund window (and confirm with the buyer if they did in fact receive the item and are happy), or they just take my word for it and close the return out in my favor. I just recently did this last week, the buyer filed a return for refund saying their item was damaged and asked for a replacement in the comments. I sent the replacement and ebay closed the return for me. So I know ebay still helps with this.

[susscharmu-0]

Hi,   You do have the chats between you 2 & both tracking #'s.  E-bay can look at your chats & might be able to help you another way.  Good luck!

[caldreamer]

You should not have sent replacement (you should have instructed BUYER should have opened case FIRST that way EBAY knows exactly what transpired).   Ask Buyer to close this case and offer to send them money to cover cost of return label (you can put money into their PayPal account).

Good luck to you!

[Anonymous]

Thank you - I was dealing with a break-in on my property and the most important thing to me was that my buyer had what they ordered so I used bad judgement in thinking I could deal with return after police report and all of that. I will know what to do should this ever happen again but right now I have to resolve my mistake.

The buyer has been very supportive and I just really hate to keep bothering her but I'm going to try and contact eBay tomorrow as the replacement was received 2 days later and tracking shows this.

Thank you again.

Betty

[wastingtime101]

Well you've already been given options to resolve this - either contact eBay or ask the buyer to re-pay once refunded.

So here's a tip for next time. If you've already sent a replacement and the buyer wants to return the original, don't tell them to contact eBay. Go ahead and purchase a pre-paid shipping label at paypal.com/shipnow making sure you enter the buyer's zip code as the ship-from zip code, then send the buyer a jpg or pdf of the label. Some services such as pirateship.com will provide a link you can give the buyer so you don't even have to send an image of the label.