need help on how to handle a problem

[evry1nositswindy]

I had a buyer message me that the item he received from me today.  It is a Keurig Universal Cup and he said it didn't fit his machine.  I don't want it back because it is no longer new.  He didn't open a return.  Would I get a defect if I cancel the order?  All I need to do is refund him.  I have managed payments, if that makes a difference.  What is my best course of action?  Thanks. 

[richard1rst · Accepted solution]

Actually you have 2 choices.

One is to cancel the order which gets the buyer a refund. Be sure to use "buyer requested" as a reason. To the extent that what he got is not what he wants or needs then it us at least marginally true. Assuming you described it accurately then you avoid a "not as described" problem.

The other is to go to your sold items page, find the order, click the down arrow on the left and select "issue a refund". A screen will pop up asking for a reason. Select "other" and include a note essentially apologizing that the item was not to his liking, you are issuing a refund but he does not need to inconvenience himself by sending it back. Either way the buyer gets a refund and you avoid a ding.

[evry1nositswindy]

@richard1rst 

I was trying to go the second route, but do not see the option to issue a refund.   This is on my orders page: 

[evry1nositswindy]

@richard1rst 

Oh boy, do I feel stupid!  Just saw that there were a few more options after scrolling down a bit and I see issue refund.  I looked at another order and it was visible because leave feedback was not there, leaving another space for issue refund.  Sorry.  Thanks for the great advice!  

[nayanasandeepana]

This is very useful for every seller.