questions regarding exchanges

[frogpants1701]

I tried researching past threads, but couldn't quite find my answer. I recently purchased an item, but was sent the wrong one. Apparently the seller had multiple similar items and simply mailed the wrong one. It happens. I've made returns in the past, but never an exchange. In this particular case, I'd really like the correct item. I opened a SNAD case and the buyer suggested an exchange. I clicked to accept and received a notification I should receive a return label by 10/08. I have to admit, I'm a little confused....I simply want to clarify...

Does the seller initiate the return label? I don't see an option for me to do so. I have not been prompted to mail it back myself and add a tracking number, which I do not believe I should even have to do. I suppose..I'm just trying to make sure this is a typical exchange so far. I wasn't certain if a label is automatically generated, which appears to not have happened yet, or if it's all up to the seller. What do I do if the seller never initiates a return label? If that happens, I don't want the item, I want the money back.

Any input is appreciated. Thank you. 

[no_zero369]

@frogpants1701 

OK, let me see if I can clear this up?  When you file a SNAD claim in the Resolution Center, the seller has 3 business days to act on that claim.  Most of the time smart sellers accept the return and issue a prepaid return label.  Sometimes if a seller has set things up that way, a label is 'automagically' sent to the buyer. 

BUT, if the seller fails to send a label by the time stated in the SNAD case process (look for it in emails and return request), then you come back the next day and ask eBay to 'step in'.  At that point eBay will either issue you a label paid for out of the seller's funds OR issue you a full refund also from the seller's funds.

In the situation of a SNAD claim, the SELLER is responsible for paying for the return shipping cost.  DO NOT offer to pay return shipping, especially IF the seller sent the wrong thing.  The mistake is on the seller and the seller needs to pay to make it right.

Each buyer can make their own decision, but with seller's being unknown, for me, once something goes bad with a transaction, it is time to walk away and buy elsewhere.  i.e. get the full refund.  The exception for me would be a very contrite and customer friendly/helpful seller.   IF I can't find item elsewhere and I want to risk another shot at a seller, I would buy it again.  That way two separate transactions each with a MBG protection.

Point is some sellers will try to string you along on the replacement item, telling you it is out of stock or they need more time - all in hopes that time expires on eBay's protective MBG.    So add that to your calculus on what to do next.

[frogpants1701]

The main point of confusion is what to do next, should the seller fall off the map. I typically stick to a straight up return for a refund, no in between. I didn't even know offering an exchange was an option for the seller in a SNAD case. I've never run into it as a buyer. However, I was willing to give it a shot in this particular case. The seller seemed believable and I still want the actual item advertised. I'm just not certain how to proceed should the seller stop communicating. I've accepted the exchange situation(it was something I had to actually click and confirm), but I'm not sure how that works out if the seller ignores everything from this point. Do I still receive an option for ebay to step in after a few days? Are we in limbo now?

[thehonorabletrader]

If you've accepted the exchange, both you and the seller have a limited amount of time to take the next step. You should be prompted to print a return label provided by the seller to return the item and the seller should be able to print a new one.

If the Seller does not ship the replacement and you've shipped the return, eBay will force a full refund. You can always contact eBay and ask them to step in if the seller hasn't shipped. You also have protection from either PP or your credit card. One way or another, if the seller falls off the map you have options to get your refund. 

I would look at the resolution center and see what it tells you for next steps. It should give you guidance. If you want to provide a screen shot of your resolution center we can look at it and see if we can help you as well .

[no_zero369]

---

@frogpants1701 wrote:
The main point of confusion is what to do next, should the seller fall off the map. I typically stick to a straight up return for a refund, no in between. I didn't even know offering an exchange was an option for the seller in a SNAD case. I've never run into it as a buyer. However, I was willing to give it a shot in this particular case. The seller seemed believable and I still want the actual item advertised. I'm just not certain how to proceed should the seller stop communicating. I've accepted the exchange situation(it was something I had to actually click and confirm), but I'm not sure how that works out if the seller ignores everything from this point. Do I still receive an option for ebay to step in after a few days? Are we in limbo now?

---

Rule #1:  lol  Remain calm and don't out think yourself! 

You are protected under eBay's buyer friendly Money Back Guarantee (MBG).  This is mor ethan lip service as it is HIGHLY slanted in favor of BUYERS!  The caveat is that you have to follow 'the rules' of the MBG to a 'T" or lose that protection.  So follow the rules - eBay communicates those to you via email as well as the transaction details.

Here is the info from eBay's MBG guidenace

Timelines for replacement and exchanges:

When the buyer requests a replacement or an exchange the seller has 3 business days to respond to the buyer. If no response is received after 3 business days the buyer can ask eBay to step in and help.

If a replacement or exchange is agreed upon, the buyer has 5 business days to ship the item back to the seller with return tracking. If the buyer doesn’t ship the item within 5 business days, the replacement or exchange will be closed.

If the buyer doesn’t ship the return item back to the seller, and the seller shipped the replacement or exchange with confirmed delivery scan, after 20 business days the seller will be paid the value of the additional item. The buyer will be charged for this additional item via the buyer’s PayPal account.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

This might help you better understand the 'rules.'  Let us know if you need help deciphering the goobltygook! 

But a word of caution, that verbiage above makes it sound like YOU are responsible for shipping the item back.  You ARE, however you are not responsible to pay for the return shipping in a SNAD case!  Do not pay for shipping and then think the seller will refund that cost too - it will never happen.  Get a return label in 3-days or have eBay step in!

[Anonymous]

Many times the simplest solution is to just return for a refund, then if you still want the correct item repurchase it. That way you preserve your MBG timeline protection.

[nh7235]

Sorry for all the misinformation, @frogpants1701; it's such a waste of everyone's time. Did you get these options:

If you did, and did as above, then you'll get this:

[myboardid]

As a seller, I have made that mistake, and this is how I handle it if my buyer wants an exchange.  I print my own return label because eBay typically charges me a lot more for it than it will actually cost to return the incorrect item.  I pack the correct item and include the return label in the package, so the buyer gets the correct item before he has to return the wrong one.  I have 99.9999% honest buyers and have never been burned by a buyer when using this method,  they have always returned the wrong item.

Some notes: If eBay's label is the same price as mine, I let them send it.  Usually it is not the same. 

I am somewhat computer challenged and don't know how to print the label to a pdf file and them send it to the buyer. That's why I mail it with the correct item. 

eBay provides a place in the resolution process to enter the tracking number of a self-printed return label, so there is a record that the buyer is getting it.   As the seller, I have to juggle the return process a little since eBay expects the buyer to return the wrong item first, and I expect it to be returned after the buyer gets the correct item.