Hello everyone, situaton is fine but I don't know how to proceed now, here's what happened:

I sold an item but the buyer reported having issues, so I apologized and offered a replacement and buyer accepted my offer for replacement, now the buyer told me for some reason he was unable to open a return request so he simply sent it back, the item is on it's way back as of now but since there is no return request on the system I am unsure about how to proceed, should I send replacement immediately or wait for the return to arrive before sending the replacement? What is the standard in these cases? Thanks everyone!

Wait to receive.

Well since he didn't follow the "standard", that's out the window. I wouldn't send anything until you have what you sent. Also, im not saying it is, but could be a scam so he could tell ebay he never got it at all, or when you get him the new one, hed tell ebay that he never received a replacement. Ive seen both scenarios before unfortunately. I would call ebay and consult with them on how to finish the transaction.

This. Until it's in hand, don't do anything.
 

Thanks everyone! I've sent a message to my buyer, hopefully he'll be understanding.

Understandung or not, they'll have to deal with it. They sent it back to you sight unseen, untracked. You're a dude on ebay not a huge corporation, you don't have to send them anything until you've verified their claim at the least.

I forgot to mention he did send it back with tracking, I see it is on it's way to the US address I provided for the return, does that change the situation?

I did provide the return address via eBay message and told him to please open a return request to follow the standard procedure.

A little different, but I'd stand by what I said. Technically, God knows what's IN that package. Wait until you receive it and verify the claim. If he sends back a cart that had a hammer taken to it you're SOL otherwise.

Until you have the item in your hand, what the buyer says is irrelevant until standard procedure is followed.

Thanks, on this situation makes sense to simply wait, anyways I told my buyer I'm going to compensate for the disappointment by sending an extra item so I hope he'll be happy in the end
 

If it were me, I'd wait until the item arrives, then refund the buyer and start a new transaction private auction. I would think that would protect you from an item not received claim