@jerro_deals wrote:
Hi, we had a return request today from someone who says they were sent the wrong color of patio furniture end caps, the return request reason given was "wrong item sent". Typically in our return requests we've had the option to offer an exchange for these kind of situations where we pay for the return shipping and then ship back out the correct item once we get back the incorrectly shipped item. In fact, the buyer stated in their comments they just wanted to exchange them. Unfortunately though for some reason in this return request we weren't given the option to exchange, we could only accept the return or refund them. I called EB Cust Serv & the person I spoke with seemed to think whenever the buyer opened their return request they must have specified they only wanted to return the item for a refund and didn't want an exchange. I'm unware of this option being given to the buyer. I guess my question is from the seller's standpoint what controls the seller's ability to offer an exchange on a return request. It seems like we were offered this option under every return request for say the past 6 months or so but it didn't happen for this one that was opened today. I checked our return policy which applies to all of our listings and it was set to "money back only". I've switched that now to "money back or exchange (buyer's choice)" which I hope solves the problem but I'm still scratching my head why we have been given the option to offer exchanges and suddenly we didn't have that option on the return request opened today. Any thoughts or ideas on this I'd love to hear . . . thanks!
There ya go. I had a problem last month with ebay changing our addresses to old ones we scrubbed over a year ago. Suddenly, the first packages in June were sent to the old address and it was a legit glitch. Ebay said it was my fault and I changed it back. Here's the thing, the same thing happened to my mother and mail lady. So no, it wasn't me. Looks like you're glitching too. Had another one where you would select S, M, L, etc. from a drop down menu, and a 2, 3, or 4 would appear instead. That took 3 weeks for them to debug.
