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Sent the wrong item to an international buyer
Hello!
I realized about 4 days after I had shipped an item out to a customer in Norway that I had packaged up and shipped the wrong item. I contacted them right away and told them what had happened. We discussed options and I went ahead and refunded the customer and relisted the item. The customer is stating the shipping they paid was not refunded, and I chose to refund in full. (The item is still in transit. I told her to just keep it since I screwed up and I'm sure international returns are a nightmare.) What do I need to do to make this right for the customer? They are very cooperative and helpful, but I'm wondering if I need to call and speak to a customer service agent, which I've never done before. Any advice would be greatly appreciated.
mr_lincoln
Mentor2 years agoHi @rojoverderip
Are you using eBay International shipping????
rojoverderip
OP2 years agoYes, it was shipped through eBay international shipping.
mr_lincoln
Mentor2 years ago@rojoverderip
On a non-return or non-claim refund you can only Refund what you were paid on the transaction, not what the EIS hub charges the customer. So if you Refunded the Full amount from your Sold item transaction you are done ... you can't refund anything the EIS charged the Buyer. Your shipping covered the trip from your location to the EIS hub ... not from there to the Buyer's country.
You may have been better off shipping the correct item to the Buyer with your own label ...