Return request is open. Buyer asked to reship

[smart-buys-hub]

hi. I am private seller. I have completed the safe delivery of item within promised time. The buyer received a broken item as it is mishandled by the courier. Buyer didn't contact me personally but opened a case of return request.
I messaged the buyer with apologize for all inconvenience and asked for either reship or refund. Buyer asked me to get reship.
now I am unable to understand how to handle the return request. There are only two options of accept return and refund
please help.
regards

[jckl1957]

This may be because you have a private account when you need to be properly registered as a business seller.

Private sellers don't have multiples of brand new items because they are selling their own unwanted items so can't usually offer a replacement.

In this case, I think you should refund the buyer without a retrun - there is little point in having a damaged item back - they can then purchase from you again.

In the meantime, you do need to upgrade your account.

https://www.ebay.co.uk/sellercentre/selling/create-ebay-business-account

[smart-buys-hub]

highly thankful to you. I was so confused now its great learning. your guidance is so helpful. Thanks again