Used the same Evri label twice so have sent two items to the same person. One hasn't arrived!

[judyhj50]

My husband prints my labels and has printed the same one twice. I have used both to send different items without realising and my fault for not checking more carefully of course. I posted the first 5 days before the second. The second item has arrived (wrong item to wrong person) but the first has not. The tracking information is very confusing as it seems to repeat itself once the second item is sent. I have receipts for both items showing tracking number, time and date of drop off. Can anyone help me work out what may happen? Has anyone done this? I am surprised the second item was accepted. I have contacted Evri and am waiting for their call. Any help would useful. Thanks in advance.

[marco@ebay]

Hi judyhj50, thanks for your post.

Sorry to hear about this, but in this case, the best thing to do is contacting your buyer (the one that received the wrong item by accident), and explain the situation. They will have to open a return, so they can send the item back and once you get the item back, you can refund them. If they still wish to get the item they initially bough off you, they will have to place the order again.

I'm guessing that the other item is still being held by the courier (they probably scanned it to deliver it, but they wouldn't be able to scan/deliver the same label), so they probably still have that parcel on hold. For that, I'd recommend contacting the courier directly to see what happened with that other parcel and they will probably hand it back to you. For the buyer of that other transaction, they will need to open an item not received case to get a refund since they will probably not get the item. And then again, just like above, if they wish to get the item they originally bought, they will have to place the order again. 

Hope this helps, but if you have any questions or need anything else, please feel free to let me know.

Thank you,

Marco

[judyhj50]

Thank for your detailed reply. I have already informed the buyer who has opened a return but he will be refunded for an iPhone and return me a pair of trousers. I have been in touch with Evri but they don't seem to able to comprehend two items using the same label and say the item has been delivered - of course it has but not the item that should have got there. I have asked them to contact my local hub which is where I believe it is likely to be.  The phone is still lost to me and the buyer and an expensive loss. I keep hoping the phone will be delivered to the buyer then the problem will be solved. I am also worried about my 2,600+ feedbacks at 100% as I am sure the buyer will give me bad feedback. I know I have tried everything and have until Thursday to give a refund so I will wait to see if Evri can find the parcel. I have still to try to contact eBay and explain the issue but none of the choices in the contact section fit this weird problem. Of course the second item should not have been able to be sent as the code had been used once but it did go. 

Thanks again for your help.