A replacement is an item identical to the original, while an exchange is a similar item of a different size, colour, or other variation. If you offer replacements and exchanges in your return policy, buyers can choose to receive a new item instead of a refund when they open the return request. Alternatively, when a buyer opens a return request, you can offer a replacement or exchange instead of a refund.
To offer a buyer a replacement or exchange instead of a return, select Offer another item just like it or Offer a different item when responding to their request in your returns dashboard.
To offer replacements or exchanges in a listing:
Go to the Return policy section of your listing and select Returns accepted.
For the option Refund will be given as, select Money back or replacement (buyer's choice) or Money back or exchange (buyer's choice).
If the buyer accepts your offer of a replacement or exchange, or you agree to send them a new item, you'll need to provide them with your return address, and a return label. Once you receive the original item back, you should send out the new item within 3 days.
If the buyer doesn't return the original item within 20 business days, we'll charge them for the new item, including any shipping costs.