Least complicated solution when buyers open a return when what they want is not really a return?

[anneecakes]

I don't get many returns. I do offer free returns and I know & understand the drill when a mainstream return request comes in.  But--I would love to hear if anyone has identified the easiest/quickest way to resolve return cases that aren't really return cases:).  (I call them "try-to-fit-a-square-peg-in-a-round-hole" customer service issues.)

1) Buyer bought 10 of something from me and only received 9.  I was apologetic and I knew how to quickly take care of her if she had contacted me through messages, but it was kind of a circus to take care of her when the prompts inside the automated eBay system  were asking me to send her an entirely new item/order right away + a return label, saying that eBay would reimburse me if she didn't send the original item/order back within 30 days.  She (understandably) did not want to send back 9 widgets, have me add the missing one to the lot, and then send 10 right back to her. She just wanted the missing one sent her way. I've got this one 95% handled now, but it required 3 different calls to customer service, most recent one to extend the resolution time because today is a holiday and (though the missing item is in her town with USPS now) it can't be delivered until tomorrow. She is fine with everything, but we both agree it has been a wild ride.

2) Someone contacted me today to return an item that he should be getting tomorrow. Reason stated was "found a better price." He stated in the comments that he would appreciate a refund of the the price difference (only $2) and that I also accept his return and he would repurchase from me for the lower price.  I told him I had no problem doing a price-match type partial refund and I shot him $2 + tax back through Paypal. But I told him to please clarify to me whether he truly wants a return, too, given that the item hasn't arrived yet. I haven't heard back from him yet, but I am getting the constant prompt from eBay that I need to send him a label (which is fine, but I doubt he truly wants a return).  To stop the automated reminders from eBay, I am tempted to check the eBay box that says "confirm you have already provided the buyer with your own label," gambling on the likelihood that he will never be seeking to package anything up to return to me, but I know I don't dare do that till I hear from him.

Are any of you black belts at these weird returns-that-are-not-returns? If so, what is the least time-consuming /practical way that you've found to get them taken care of?

[corvettestainless]

Tell customers to 'close' the return; then you will do XYZ. If they don't respond, process the return as normal. If they don't use the return label, you are not charged... maybe eventually they will see the message. Also, message on the 'return' as well as find the order and send them a separate message there as well. You can also find their 'email' at paypal if you click 'refund' (don't refund anything) then you can send them an email telling them to look at their 'ebay messages'. I've done all of the above at different times, they seem to work, or the customer just 'goes away' but whatever you do, process your ebay returns as normal when prompted and only 'don't process' if the return is 'closed by buyer'. 

[ste-9405]

eBay did concoct a special dispensation to salve insufficient quantity:

When properly applied to the affected area, that would be the least complicated solution for low self-esteem.

[pjcdn2005]

You aren't going to be charged for the label unless the buyer uses it so the easiest imo would be to approve the return but before you do that confirm with the buyer that you will be sending the missing widget/money etc.

I wouldn't ask the buyer to close the return before they are made 'whole' as someone suggested because some sellers do that and then ignore the buyer.    The buyer should be able to close it once they receive their item or if the label isn't used, the return will time out in approx. 30 days or so.

I am not sure if you can do this if you have free returns but there is an option in return preferences to require a return authorization number.  Sellers who want to provide their own label or who might want to discuss the problem with sellers use that method so that when a buyer asks for a return, there is some time before an ebay label is issued.

[1tuna]

the easiest solution for me is managed returns,I just let ebay deal with it,nice and simple,it all gets approved and I do not have to do a thing.If your buyers are using the returns process to ask questions, they will figure out sooner or later how to get there point across to you.I get 25 returns a year and am not worried about it being too many,even the returns that are opened and never acted upon ,if the label is not used it will time out eventually