I sent wrong item to buyer

bdoug99
Engager

‎20-03-2026 11:30 AM

Buyer kindly ordered a record from me yesterday. I took to Post Office, got home and saw the item - realised I'd sent the wrong one (they looked very similar). Sale price was in the very low tens of pounds.

 

In a fluster I immediately messaged buyer explaining and apologising. Probably stupidly I said keep the incorrect record as token of apology (it's worth a lot less). Just let me know when it arrives (and confirm it's the one I think it is) and I'll send you the correct one at my own expense.

 

Thoughts:  I know I've probably done this the exact opposite of the correct way!  But it's further complicated by noticing that the buyer has been described in feedback as not communicating, and has never left feedback for others.  That's fine - not everyone prefers to interact, but it potentially makes it tricky to resolve this one.

 

Any advice?

Labels:
0 Helpful

tressygirl
Pro Mentor

‎20-03-2026 11:36 AM

Your buyer should open a case for item not as described. 

 

Wait for them to do so,  then you can decide whether to fully refund straight away or pay for the tracked return postage  for the return of your item,  before refunding.

 

Once the above has been completed,  your buyer can buy the correct item , if they wish,  again.  Item would need to be relisted.

 

@bdoug99 

View solution in original post

jckl1957
Experienced Mentor

‎20-03-2026 11:52 AM

As always, my advice is based on what I would do.

You have messaged the buyer and told them to keep the record - you think it's unlikely they will respond to your message.

For me, the simplest way to  sort this (as you seem prepared to take the loss) is just to send the correct record out to them.

You could send one further message (but don't repeatedly message them) saying it's on its way and giving them a tracking number.

This will be a financial loss to you, but you should have a satisfied buyer.

"There are two ways to be fooled. One is to believe what isn't true; the other is to refuse to believe what is true.”
Søren Kierkegaard, Danish philosopher (1813 - 1855)

bdoug99
Engager
In response to tressygirl

‎21-03-2026 9:16 AM

Thank you so much.  I can see that's exactly how I should have done it.

As it happens, the buyer has replied to me this morning and I think it's now al

0 Helpful

bdoug99
Engager
In response to jckl1957

‎21-03-2026 9:19 AM

Thank you very much.  As it turns out that's exactly what has happened since I first posted.  The buyer has messaged me this morning and said he's happy with what I suggested (and what you suggested!).  I'll be sending him the correct record on Monday morning.

 

As you say, a small loss which I'm happy to take, but a satisfied customer.

And a lesson learned - double-check before you pack!!