What is the proper way to offer and process a replacement

[itremarketing]

The buyer received the item ok but after a while it started having issues which prompted him to send us a return request. We accepted the return but offered a replacement (same item) to which the buyer agreed to. The buyer sent the original item back and we sent the replacement.  Buyer is super happy with the whole process.

Now the only option on the retun request to issue a refund and in this case if we do so the buyer gets both the replacement item AND the refund. 

We had this happen once before in Feb 2020 and ebay automatically issued the refund even after the buyer confirmed the replacement was received and that they were satisfied with our service. That transation is now defect on our account.

Can someone shed some light on this? How are we to legitimately handle replacements while being fair to both parties.

Thanks Ebay community!

Daniel

Manager, ITRemarketing

[wastingtime101 · Accepted solution]

You can set up a return policy to offer the option of an exchange or a replacement which can help you with your future sales. How to offer replacement or exchange on your listing.

Regarding the current sale you can:

• Ask the buyer to close out the return request (this is the fastest and simplest way to take care of it if your buyer is cooperative)
• Do nothing and wait for the case to close on its own. This is a safe move as long as the buyer doesn't escalate and as long as there's no tracking attached to the return - if you provided a return label through the request and the tracking shows delivery you probably don't want to do nothing and risk it closing out with a refund to the buyer then having to appeal with customer service.

[itremarketing]

Thanks for the response. We have a staff that lists things for us and none of them were selecting the option you pointed out in the Return details. We are doing that now to applicable listings! Thanks again!