Question Re: I sent the wrong item, how should I go about sending... in Selling on eBay DND

I sent the wrong item, how should I go about sending the correct item and getting the incorrect item

jwcm-online — Sat, 12 Sep 2020 20:43:53 GMT

Hello,

I accidentally mixed up 2 orders, one buyer contacted me and I arranged for them to keep the incorrect item and will send the correct item.

For the other buyer, I am seeking to have the item returned as it is more valuable and have the correct item sent. They have not responded to my message.

Do I have to send the correct item regardless of recieving back the incorrect item.

I wish to pay for the postage for them to return the item and once I can confirm it is with my courier, I will also dispatch the correct item, next day.

Is this the correct way of going about things.

It seems the buyer may just keep what I sent them and not say anything, seeing as they got a bargain on lego as a result (oops)

Re: I sent the wrong item, how should I go about sending...

ruby*tuesday — Sat, 12 Sep 2020 20:54:57 GMT

By doing as you suggest just won't tally with Ebay's programming. It will end badly. You need to ask both Buyers to Open an EBay Returns Case for Item Not As Described. You generate the Return Labels through the Case. Refund on Return. Your Buyers are then Refunded. Your Final Value Fees will be Credited back to your Seller Account. Relist....Buyers can Buy Again.

If one Buyer doesn't Respond you cannot do anything to make them Return the Item. As Described above ask your other Buyer to Open a Returns Case.

Re: I sent the wrong item, how should I go about sending...

m25jet — Sat, 12 Sep 2020 20:56:59 GMT

You should have apologised to each buyer in turn, explaining what had gone wrong and then issued the buyer with a prepaid postage label for them to return the items to you at no cost to themselves. You would only have had to pay out for the labels if the buyers had actually used them, and if they had been able to see that there was a means of being able to return the items to you at no cost to themselves, whilst also being able to get the correct item that they'd paid for, then they may well have complied with your request.

Given that you've already told one of the buyers that he/she can keep the wrong item and you'll send the correct one you've effectively told the buyer "Forget about the fact that I've sent you something that somebody else has paid for - keep it and I'll just send you the correct item." You don't have the right to do this, as the item in question is no longer your property, and the rightful owner of that item could justifiably open an Item Not Received case in the eBay Resolution Centre and make things very awkward for you. Given that you have no way of being able to prove successful delivery of that item to the correct address you would have to refund the buyer in full before he/she had a chance to escalate the case to eBay and force the refund. If the buyer did have to escalate the case to eBay then eBay would automatically refund the buyer in full, in which case the buyer would get his/her money back but you'd end up with a defect on your selling account.

Going forwards, with regards to the buyer whose item you told the other buyer he/she could keep, send him/her an e-mail explaining your mistake and explaining that the person you erroneously sent it to will not return it. If you have an identical item then send that one to the buyer, explaining that you are providing an identical replacement item for no extra cost, and maybe issue a partial refund by way of apology. If, on the other hand, you do not have an identical item with which to replace the missing item then explain that to the buyer, apologise for the mix-up and state that you will issue a total refund for the item, then issue the refund straightaway.

At the end of the day you'll be very lucky if you can avoid a defect and/or negative feedback in relation to these transactions, but at the moment you really need to be focusing on damage limitation, so the sooner you contact these buyers and try to resolve the matter in a way that both buyers feel happy with the better.

Re: I sent the wrong item, how should I go about sending...

red_magpie — Sat, 12 Sep 2020 21:18:49 GMT

They have not responded to my message.

You will have to keep your fingers crossed.

This is such a common situation, and the buyer who has received a better item than they paid for will often just keep it!

Good luck! There will be no point in asking for any support from eBay.

Re: I sent the wrong item, how should I go about sending...

jwcm-online — Sat, 12 Sep 2020 21:36:08 GMT

Hello,

In the interest of transparancy and in the avoidance of doubt, one buyer orders lego and the other chocolate.

I have already messaged both buyers regarding the situation.

The buyer who purchased lego and recieved chocolate sent me a message and photos, which I found quite embarrasing as I try my best for my buyers.
I told that buyer to keep the chocolate as it is more expensive to return and the hassle for the buyer is not worth it.
On top of that I am sending the replacement item next day as to minimise the overall delay.
For them, their compensation as such is 4 boxes of chocolate, I am waiting for a further response as to if this is a satisfactory resolution.

The buyer which has not yet responded to my message ordered choclate and received lego.
I would be correct in saying that if they ask for their chocolate I will have to send that, but what about the lego they have recieved?

I am willing to cover all costs.

I have seen similar things happen to others on eBay and have confidence to resolve this with my buyers and not have to have eBay intervention.

Re: I sent the wrong item, how should I go about sending...

jwcm-online — Sat, 12 Sep 2020 21:38:35 GMT

So I can't just send the correct item to each of them? and let them keep the iincorrect items.

As one of them isn't really worth it for me to return and the other one the buyer might feel teased (not quite the right word) for having me send them a certain item which is of higher value and then drag it back and have them sent what they ordered.

Re: I sent the wrong item, how should I go about sending...

*knight-rider* — Sun, 13 Sep 2020 02:58:00 GMT

`So I can't just send the correct item to each of them? and let them keep the iincorrect items`

if you have the items that each buyer should have received and your happy to do what you suggest, then that`s perfectly ok, especially if you are`nt bothered about getting the items you did send back.
if you do send them the items, be sure to send them tracked, that way, they can`t open not received disputes and effectively end up with two items each 🙂
if one of them or both of them agree to return the incorrect items and you supply the label, then that would be a bonus, but if only one does, well at least it minimise`s the loss.