It’s important to work with your buyer and help them resolve any issues that may come up with their order.
Here are some steps you can take:
- If a buyer lets you know that they have a problem with their purchase, you should respond to them as quickly as possible. Keep in mind that you have 3 business days to resolve their issue before they can ask us to step in to help
- If the buyer has opened a return request for an item that doesn't match the listing description, and you do not respond, we may refund the buyer and seek reimbursement from you without requiring the buyer to ship the item back
- When communicating with the buyer, do your best to be polite and professional in your responses, even when they’re upset or angry. It helps to provide a better customer experience, and it might make it easier to come to an agreement about their issue
- If the buyer wants to return the item, they may accept a replacement (where you send them the same item again) or an exchange (where you send them a similar but different item)
- Buyers may also accept a partial refund, where they keep the item and you give them back some of their money
Learn more about helping buyers if their item didn’t arrive, or how to handle a return.
Regards,
eBay INCBT Team
