topic Re: Offering a replacement rather than refund in Member To Member Support

Offering a replacement rather than refund

ri-8246 — Mon, 18 May 2026 09:48:16 GMT

If I offer a replacement rather than a refund how do I prevent the buyer getting both the replacement item and a refund at the same time leaving me out of pocket?

Is it easier to refund them and then have them repurchase another

Re: Offering a replacement rather than refund

papso22 — Mon, 18 May 2026 09:55:17 GMT

Getting a refund and buying again is what we recommend buyers do, so the advice is the same for sellers.

Buyers can escalate a case and get a refund before a replacement arrives.

For a buyer the risk is that the replacement is faulty or the case closes and it never arrives.

Re: Offering a replacement rather than refund

ri-8246 — Mon, 18 May 2026 09:57:36 GMT

What if I am able to issue the replacement before the refund? And the buyer agrees?

Is there anything to prevent an automatic refund being triggered in the meantime?

Thanks

Re: Offering a replacement rather than refund

papso22 — Mon, 18 May 2026 09:59:21 GMT

There won't be an automatic trigger for a refund as long as the buyer doesn't escalate the case to ebay.

You would both have to trust each other.

Re: Offering a replacement rather than refund

ri-8246 — Mon, 18 May 2026 10:01:29 GMT

Thanks for explaining things so clearly.

So assuming I send the replacement - tracked delivery - and the buyer then confirms they have received it and its working does the case get closed - assuming all correspondance is through ebay messages and the tracking information is uploaded etc?

Re: Offering a replacement rather than refund

tobiasd4 — Mon, 18 May 2026 11:26:02 GMT

Case will only close

if you issue a refund.

Ebay steps in.

Case times out after 30 days.

It is risky sending a replacement.

Re: Offering a replacement rather than refund

ri-8246 — Mon, 18 May 2026 11:33:19 GMT

Agreed

I have messaged the buyer and said its better allround if once I get the returned item and have it checked, I will issue a refund and they are more than welcome to purchase the relisted replacement item as a new purchase.

That way we are both covered