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Hello, I bought a watch that arrived broken! I opened a dispute and the seller is asking me whether I want a refund or an exchange? I want the exchange. The seller is asking me to cancel the return so they can send me another watch. Do you think this is normal?

banditdu86

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Posted 2 years ago·Last reply 2 years ago

1 comment

koalagris

Mentor2 years ago

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Hello @banditdu86

Don't close the request: you won't be able to open another one afterwards if the seller doesn't keep their promise.

They have to follow the procedure if they opt for an exchange (and it does NOT include the buyer closing the dispute):

https://www.ebay.fr/help/selling/managing-returns-refunds/rpondre-une-demande-de-retour-en-tant-que-vendeur?id=4115&st=3&pos=2&query=R%C3%A9pondre%20%C3%A0%20une%20demande%20de%20retour%20en%20tant%20que%20vendeur&intent=demande%20retour&lucenceai=lucenceai&docId=HELP1113#section2

"Offer a replacement or exchange

Go to the returns dashboard - the page opens in a new window or tab.
Select View return details next to the item.
Select Send a message to the buyer, then Continue.
On the next page, enter your replacement or exchange offer, then select Send."

Regards

P.S.: if the seller digs in, tell them that in the end you'd prefer a refund... 😉