When you receive a return request, it will appear as a normal ticket in your inbox with Return as it's Ticket Type.
You can either
open it as a normal ticket and use the reply area to respond
or manage the case in Resolution Center.
Handing the case as a ticket
In the reply area, use the provided drop-down menu to respond to the case:
Return Status Options
For each status option, you can mark and leave comments to your buyer about the status of the return.
Mark as Received - When you receive the item back from your buyer, use this option. If you have not shipped the item yet, you may ignore this.
Mark Replacement Shipped - If the buyer is requesting a replacement, use this to notify the buyer the replacement is on its way.
Issue Refund - If the buyer is requesting a refund, use this option to refund a custom amount.
Mark Refund Sent - After issuing a refund, use this option to notify eBay and the buyer that you have issued a refund.
Void Label - If you need to change shipping labels, void your previous label with this option.
Submit File - If you need to upload a file during the case, use this option.
During each step of the way, you can view the status of the case in the reply area:
If you have any questions, feel free to reach out to us anytime at firstname.lastname@example.org