Locked
Discussions in this board are limited to the original poster and Community Mentors
Correcting shipping error.
We accidentally switched the contents of two orders. One went to a nearby state and was received within two days. As soon as the buyer notified us of the error we called ebay to ask what to do. We were told to have the buyer start a return, issue them return labels, and reship the items. We sent notices to both buyers asking them to initiate returns. The second item was going to a location on the other side of the country. They did not respond to our message. Not only did it take much longer for the item to arrive, they didn’t open their mail right away, so the item they returned did not make it back to us before ebay automatically closed the return and refunded the first buyer (who still wants the item they purchased.) Meanwhile we received the first item and shipped it out to the further away buyer. Now it’s looking like they will also receive a refund automatically. I called ebay again. The agent said they can’t do anything about it, and suggested we have the buyer send money directly to us by PayPal or Venmo, and not to worry about getting in trouble for violating seller agreements. This really doesn’t seem right. I’m sure it’s not the first time this has happened. Is there a better way?
efb0725
OP8 months agoAlso, I just learned that we are receiving the second return today. This is the item in the sale that has been closed and refunded. Just to clarify, I can ask the buyer to pay for this item by PayPal before I ship it, or do I need to relist?
eastlaneave
Mentor8 months ago@efb0725
Yes, you can ask the buyer to repay you by PayPal. In this circumstance it is ok.
If they don't want to do that, you can relist, but when you relist you must ship something.
efb0725
OP8 months agoThank you. I did exactly what the eBay agent told me to do. I called when we saw the first return was getting close to the closing date. That agent told me “not to worry.†The return would not close automatically and I would be able to wait for the return of the item to close it myself. Having received the wrong information twice already, I don’t trust this third agent’s info. As to the 2nd return, it has not closed, but the funds have been released to us. I have already shipped it. I don’t see a way to close it without refunding money. Can I refund, relist, then mark it as shipped when the buyer pays?
eastlaneave
Mentor9 months ago@efb0725
I'm sorry that happened.
Having the buyers each open a return was fine, but you should have refunded as soon as you got the wrong item back from that buyer. Then relist, and have the buyers purchase their items again.
I know the customer service rep didn't provide full advice.
It is a defect on your account if you leave the return open until eBay forces the refund due to timing.
So what to do now?
I suggest you refund the outstanding return before eBay forces the refund. (Check the timing)
You can relist the item you have and have the buyer purchase again, unless you have already mailed it to them.
With the local, and more cooperative buyer, you can actually ask them to pay you by venmo or paypal in this case. It's only possible because you are already in a transaction.
Fingers crossed that the far away buyer will cooperate.
Let me know if you have more questions.