So I shipped an item to a buyer and there is a return/refund policy, but first I do an exchange and if that is no good then I will consider the refund as last resort, but this buyer send me an email through ebay that he wans an immediaete refund. I am going to tell him about my exchange first policy. What you guys think? Tips please?
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You can try it - Ebay will insist he returns the item.
I note what you say about your policy but in the UK that cuts no ice. If you were here I would say get the item back, give a full refund, smile through gritted teeth and move on. It's not worth getting a neg for particularly if it's a stealth account.
It might be worth you emailing him when you've got the item back to mutually cancel the sale - that way he cannot neg you after he has got his refund
Nobody likes refunds, but they are a part of doing business.
If you refuse, it could bring scrutiny to your acount if the buyer complains to eBay.
Are you able to withstand the scrutiny? Legitimate items, verifiable suppliers, etc? If not, I suggest you quickly re-think your position. You don't want to lose an account over one lousy refund.
Nobody likes refunds, but they are a part of doing business.
If you refuse, it could bring scrutiny to your acount if the buyer complains to eBay.
Are you able to withstand the scrutiny? Legitimate items, verifiable suppliers, etc? If not, I suggest you quickly re-think your position. You don't want to lose an account over one lousy refund.
So I shipped an item to a buyer and there is a return/refund policy, but first I do an exchange and if that is no good then I will consider the refund as last resort, but this buyer send me an email through ebay that he wans an immediaete refund. I am going to tell him about my exchange first policy. What you guys think? Tips please?
Absolutely just refund him. If you are wrong in any way at all which ebay finds a way, you will pay for it in SNAD's you only get a couple and you lose your perks if you have them. I would just refund it to him.
I sold a used tool that I clearly explained has major problems, I sold a $400 tool for $25 due to this major problem that I explained. I said it doesnt work and needs major repairs. he filed a SNAD claim and since I didnt list it as "for parts" I lost it. To me it really want just for parts as it could be repaired but it didnt matter. I lost the case. It would have saved me a ton of hassle with ebay if I would have just refunded him to begin with. Plus if you refund him and be nice about it he will probabaly give you decent feedback, If he has to continue with a claim you will get nailed.
Buyer wants refund, but I have exchange policy? 
