How do I handle a Replacement request
So I accidentally got 2 orders mixed up and shipped a buyer a wrong item. They requested a replacement via the return process. Buyer returned wrong item. Now I want to ship them the correct item, however my only options on this request is complete, I click complete tab and get a drop down menu of these options: Refund, issue partial refund, item not returned , return request cancelled and duplicate return request. WTH? where do I find the option to proceed with letting them know I’m shipping the replacement and get to the shipping part and issue a tracking number, print label etc? does not seem like there is an option to proceed for sellers. How do other sellers do this? This is the first time I’m encountering a replacement. I’m wondering if I should just refund them and tell them to repurchase. There must be a way, yes? No? Help!
12 replies
Seller_olet7eVOHxQZd
Sorry, I am going to ignore most of what you posted because of course, they returned the wrong item because you sent them the wrong item.
The normal return/replacement process, is the buyer opens a return and requests a replacement. If the buyer ships the return in seven days, the seller gets a zero dollar replacement order.
If that did not happen and you just received a return, issue a refund. Inform that buyer that they need to place a new order.
Seller_G53rrrmDqxLLo
JwsMarket nailed the answer on the very first post!
Seller_CW0P5hgbsiqWX
It happens. We simply solve the situation by sending the following letter to the buyers. We consider it our mistake not the buyers, so we own up to it. It has brought in a lot more repeat buyer.
_You are correct (buyer name), (your name) did make a mistake and sent the wrong (product name), and for this I am sorry. _
_ I have already refunded your payment in full._
_When this happens there will be No Need to return the incorrect product, you may keep it. _
The product sent was new, so feel free to watch it, sell it, give it as a gift or simply throw it away, that’s up to you.
The correct product was sent today with tracking number:
Once again, I’m sorry (your name) let you down this time. Hope you will not hold that against us and will consider using (your name) in the future when the need arises.
