Close open return without refund / replacement product delivered
Summary: buedchen24 asks how he can close an open return without a refund after sending the customer a replacement device. perfect-sally explains that only the buyer can close the return and warns of possible complications. buedchen24 says that the customer received the device and confirmed it was working. Another issue is discussed: the necessary button to close it may be missing, and verena@ebay from eBay clarifies that she already closed the case after the buyer confirmed receipt. perfect-sally finally asks why the buyer couldn't resolve the issue himself.
@perfect-sally
Hello everyone.
How can I close an open return without a refund.
Order number:10-14995-00152
Return number: 5326527104
I sent the customer a new device as a replacement and he is happy with it.
Best regards and thanks in advance
Alexander
verena@ebay
·2 weeks agoHello @buedchen24 ,
Thank you very much for your post!
Since your buyer has confirmed receipt of the replacement delivery, I’ve just closed the case in your favor. 😊
Thanks for the tag, @perfect-sally . ❤
Best regards
Verena
perfect-sally
·2 weeks ago@verena@ebay and why supposedly couldn't the buyer do this themselves?
Is there anything visible about what it got stuck on?
buedchen24
OP2 weeks agoMany thanks for the help. But the topic "Handling replacement deliveries" really should be addressed at some point, or the link should be renamed. The vast majority of customers really don't mean any harm when they want to go this route and then cause such problems for the retailer.
perfect-sally
·3 weeks agoYou as the seller can’t close anything; only the buyer can. Why isn’t he doing that?
buedchen24
OP3 weeks agoAh okay. No, I didn’t know the seller could do that, since this was our first time doing a swap like this and we only act as sellers.
Then I’ll tell the buyer that they can close it.
perfect-sally
·3 weeks agoUnfortunately, eBay also does not provide for this kind of procedure, and eBay therefore cannot understand it. That’s why, unfortunately, you’re also dependent on the buyer’s goodwill.
Should he now, for example, claim that he received nothing, then things get awkward and he’ll additionally get his money back, and trouble is guaranteed.
buedchen24
OP3 weeks agoNo, he received it; he wrote that, and it is also functional.
I will write to him now so that he can close it.
In my opinion, though, the point "Return/replacement delivery" would then have to be changed if a replacement delivery is not provided for in the process at all.
perfect-sally
·3 weeks agoThis has been criticized many times already, that ebay doesn’t create clear requirements there.
But if the customer closes the return, everything is fine.
buedchen24
OP2 weeks agoIs it possible that the button needed to close it is missing and you’re supposed to wait until a certain amount of time has passed and then the return is closed automatically?
That’s what our customer says.
perfect-sally
·2 weeks agoActually, such returns should only be closed after a longer time, I think it was always 30 days, when nothing more happens within the return and eBay hasn't been involved.
But why the customer can't close the return is incomprehensible to me.
It's best to mention the item number and an eBay employee will take a look at it. She'll get back here.
@verena@ebay could you please take a look? Thanks