Buyer sent wrong item by mistake

Question

I just realized that I sent a wrong item to a customer and they havenâ€™t acknowledged that they received the wrong item. I sent them a message, but have not heard from them. Has anyone had this happen? In the meantime, I sold them item they received to someone else.

mr_lincoln · Answer

Hi @jopenn58

At this point you either need to wait to see if your customer gets back to you or simply refund their entire purchase using the drop-down menu on that item and scrolling down to the Send refund line. Clicking that will put you into the refund process for completion.

The Buyer can also file a claim that the item does not match pictures or description and force you to pay for a return shipping label which completely bypasses the No returns accepted policy you use (that policy is way more limited than most Sellers realize). You would then have to refund within 2 days of getting the wrong item back. In this scenario and even with a full refund your account will get one transaction on your Seller Metrics for INAD returns.

The correct item, did you sell that on a different venue and not eBay??? If so you need to stop cross listing, it only causes problems and we have seen that scenario play out on a regular basis.