Returns
Hello,
I'd like to make a suggestion about the topic of returns.
I am a seller, and every now and then it happens that an item was delivered incorrectly or is defective.
But sometimes the customer doesn't want their money back at all, just a replacement. But there is no option for that on eBay. Either refund the money or nothing.
It would be an advantage if this option were available for replacement deliveries. Of course at the seller's expense.
Have a nice day!
9 comments
mia@ebay
·1 year agoHello @m-it-service,
Thank you very much for your post.
For returns or defective items, as the seller you have 3 business days to resolve the complaint. If your buyer would like a replacement delivery, you are welcome to arrange that.
Please let us know within the 3 business days that you have arranged a replacement delivery and provide us with the tracking number for the replacement delivery. The buyer protection case can then be put on hold until the replacement delivery has been delivered.
Best regards
Mia
m-it-service
OP1 year agoHello Mia,
many thanks for the reply.
My only question now is where I can send eBay a message and where I should then enter the new tracking number.
Many thanks!
Best regards
Maik
mia@ebay
·1 year agoHello Maik,
the fact that a replacement delivery is necessary doesn't happen that often. In this case, you can send us an email to customer support, give us a call, or feel free to reach out here in the community.
Do you currently have such a request?
Best regards
Mia
m-it-service
OP1 year agoWow, that was quick on your end. Great service!
Yes, I currently have a customer to whom we sent the wrong part. However, he doesn't want a refund, just the replacement part. I have already prepared everything and would like to send the replacement part.
The replacement part we sent does not need to be returned by the customer. The shipment is going abroad (Switzerland). I would be happy to give you the order no. 11-12808-87639
Thank you very much!
Best regards
Maik
mia@ebay
·1 year agoHi Maik,
done. 😀
I’ve now put the buyer protection case on hold for 10 days so the replacement shipment can be sent. Please also share the tracking number as soon as you have it. You can send it to your buyer as a message, then they’ll also see that the replacement shipment is on its way. Once the delivery has arrived, your buyer can close the case or you can just get back in touch if the buyer has forgotten to do that.
Best regards
Mia
m-it-service
OP1 year agoHello Mia,
thank you so, so much again!
I informed the customer of the new tracking number and entered the tracking no. as an additional tracking no. in the order.
Many thanks for the super quick help!
have a nice Friday and a great weekend
Best regards
Maik
mia@ebay
·1 year agoHello Maik @m-it-service,
many thanks for the feedback.
I also wish you a nice weekend.
Best regards
Mia
gebraucht-ist-gut
·1 year agoI would be very careful with that.
There are known cases where you then suddenly have a late delivery in your service statistics because eBay pulls and evaluates the data from the second shipment.