eBay is taking one part of its returns process offline as it makes improvements, it warned sellers through an Announcement Board post on Thursday. “Between August 4 and the middle of October 2016, our structured replacement process will be offline as we make improvements to the return experience,” it explained.
Sellers who wish to offer a replacement to buyers during the maintenance period will have to use eBay’s messaging system to do so:
“While sellers will have the option to offer a replacement as part of their return policy during this time, buyers will not be able to request a replacement through the structured return process. If you are a seller who offers replacements in your listings, please use Messages in My eBay to communicate with any buyers who may request a replacement item during this time.”
eBay explains the option to request a replacement in cases where offered by the seller on this page. In an FAQ, eBay advises buyers that they can monitor the status of both their return and the replacement item in My eBay. “We show you tracking details for both the returned item and the seller’s replacement, and let you know when the item has been delivered to the seller and when the seller has shipped the replacement. If 5 business days have passed since you started the return and the seller hasn’t shipped the replacement item to you, we treat the return as a refund.”
No word on whether eBay will update the page during the maintenance period to avoid confusing buyers.
In its post, eBay advised sellers to check the announcement board in October for further updates.