Sent incorrect item but Shipper buyer
Summary: blimpy*boy accidentally sent the wrong item to a buyer in Japan using a shipping company, making direct contact difficult. They contacted the shipper to arrange a return but are concerned it might still be sent to the buyer. jonatjonatjonat suggested that eBay's money-back guarantee may not apply due to the use of a freight forwarder and recommended either organizing a return or issuing a refund out of goodwill. *vyolla* suggested using the 'Contact buyer' option on the order details to reach out directly.
I've accidently sent the wrong item to a buyer - but the buyer is in Japan and they've used a Shipping company - Shop Airlines Europe BV - to purchase via, so I have no direct buyer contact details. I've immediately contacted cargotoakl (the Shipper) and said I'm happy to pay return postage to me, but I'm worried that they'll send it anyway to the buyer. If they do, I really don't know what happens? The buyer would be covered under the ebay buyer protection, but I'm not sure how this works when its a shipping company as the buyer?
*vyolla*
·2 weeks ago · EditedWhy can't you contact your buyer via the 'Contact buyer' link on the order details? You should still be able to message them. You must have their eBay ID, or has the forwarding company used their eBay ID to purchase on behalf of the buyer?
jonatjonatjonat
·2 weeks agoThe buyer protection fee is nothing to do with this.
Let’s assume the freight forwarder sends the item. given a freight forwarder is used then the eBay money back guarantee doesn’t apply even for item not as described cases.
The buyer might be able to claim via their payment provider.
Personally, if the freight forwarder sends it on, you could wash your hands of it and eBay would have your side I reckon, but id say morally you either organise a return at your cost or refund the customer in full.
blimpy*boy
OP2 weeks ago · EditedI have no problem organising a return, but the issue remains that I don't have any contact details of the buyer as they bought via the shipping company. I only have the shipping company contact details and - as I say - I've emailed them.
jonatjonatjonat
·2 weeks agoYou'd have the contact buyer on the order - issue you will possibly find they can't supply you an address easily.