Please help--I blew it!

Question

Due to medical circumstances, I have not been able to access my eBay account for about a month. I have returned today to discover that two of my items were sold, and that during this time, the buyer sent me several messages inquiring as to where their items were. I am horrified and want to make this right. Obviously, a refund is in order, but I would also like to offer them a chance to buy the items at a reduced price, or with free shipping (or both)....something! I just don't know how I would g...

breadandbuttergang · Answer

Thank you so much. I will give them both options and see which they choose. Your reply and clear explanations of how to go about this are very much appreciated.

inceptions · Answer

Contact the buyer ASAP and explain what happened. Ask if they prefer a refund in full or if they would like you to send the item now at a substantial discount (name your price).

If they would still like the item, send the item tomorrow and put through a partial refund ASAP. You can do that using the Send refund link in the dropdown next to the order transaction. With this resolution, you'll earn a ding to your shipping metrics, but that is "less bad" than a defect for not completing the sale.

If they prefer a full refund in lieu of shipment, then cancel the order using the reason that you are out of stock (the cancellation option is located in the same dropdown). With this resolution, you'll earn a defect for not completing the sale.

Believe me, I know it's tough when life gets in the way of eBay...especially for medical reasons...but you need to keep on top of things. If you are going to have to take time off, then plan ahead as much as possible and use the Time Away option. Read about that here so you're aware of it for next time:

https://www.ebay.com/help/selling/selling-tools/time-away?id=5137&st=3&pos=1&query=Time%20Away&intent=time%20away&lucenceai=lucenceai&docId=HELP1600

Good luck to you!