eBay returns process question?

[eezo]

OK so I'm dealing with this new managed returns rubbish. A customer has asked for a refund on an item because it's not correct, however he's got himself confused and it is indeed exactly what he's after.

Now it's under ten pounds and to be quite honest I'm happy to just give him his money back and take the loss, however because in the returns process he's claimed it's not as described, will this not hurt my DSR's? There is an option to refer it to eBay but I'm nervous of them even looking at my account. What do I do?

Thanks

[Dawidck]

Originally Posted by eezo

OK so I'm dealing with this new managed returns rubbish. A customer has asked for a refund on an item because it's not correct, however he's got himself confused and it is indeed exactly what he's after.

Now it's under ten pounds and to be quite honest I'm happy to just give him his money back and take the loss, however because in the returns process he's claimed it's not as described, will this not hurt my DSR's? There is an option to refer it to eBay but I'm nervous of them even looking at my account. What do I do?

Thanks

It wont hurt your DSR but will hurt your defect rate. If you dont agree with it you should contact eBays CS.
Usually people who deals with this kind of problems on eBay end, dont have power to limit your account so dont worry

[eezo]

OK it just says "If there's a problem, you can ask us to step in and help on 17 Oct, 2014" does that mean I just wait it out until the 17th and then I have the option to contact ebay?

Also I've just spoken with the customer who has now realised his mistake and is happy for me to just exchange it for him, I've asked him to cancel the return request but I'm not even sure he can do that?