Amazon return/exchange for a private seller


#1

I am not very experienced with selling on amazon.
I sold an item, over $1000, buyer liked it, but it has a slight problem, so he wants to exchange it. I’ve spoke to him on the phone, I think he’s a sincere buyer, he’s not playing an angle. So, if he sends it back, I am content to send him another one once I get it back, BUT, if he did decides to open a claim against me, am I going to lose the claim since he had sent the original one back and he has tracking to prove it?
Out of caution, I am inclined to refund the guy when I receive the item back, then have him pay for it again, or buy another one to keep the paper trail in order—
What do you think, people?

thanks


#2

You should never offer any exchanges or replacements for your own protection, as the buyer would be able to open an A-Z claim insisting that they were never refunded.

Process the return with a refund in accordance with Amazon’s policies and if the buyer wishes to receive another item, advise them to place a new order.