Unable to select offer and exchange on return request

[silhouette1215]

The buyer bought a set of 4 glasses. 2 arrived broken. Luckily I actually have replacements for once. I agreed to replace them, of course. He requested the return so I could go in and offer the exchange. Problem is, when I go into the return dashboard, I am not given the option to offer replacements or exchanges. In fact, I am not given any options at all. I am afraid to hit refund because he is fine with the exchange and neither of us want to do a full refund. I am providing the exchange and paying shipping. Any help would be great.

[corvettestainless]

Yes, nobody has the option to exchange once a buyer has 'opened' a return- as that is exactly what they did- open a 'return'. You can ask the buyer to close the return and you will send the 2 replacements, or you can have then return the purchase for a refund. 

[edwedw8383]

No, everybody has the option to exchange once a buyer has 'started' a return- if you had set up your listing for exchange.

This time, tell your buyer to close the return request after you've delivered the replacements.

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@silhouette1215 wrote:

I am providing the exchange and paying shipping.