Return/Exchange
I send the wrong item to my buyer. He notified me, and we identified the one he actually bought and paid for and I immediately send the correct one, asking him to return the wrong one. I agreed to reimburse him for the price of return shipping. He said ok. That was almost 6 weeks ago. I have not received the item.
I have contacted him 4 times in a polite manner, regarding sending it. I was trying not to antagonize him, since I need his cooperation. Excuses and apologies from him, but no action so far. I am new and this is my very first return/mistake.
I appreciate any advice. Reading other return posts, I have learned that the next time this happens, I will wait for the return before sending an item. I really have no leverage here. What do you suggest I do next?
autosol15
·1 year agoSome people are just lousy. I've been a business seller for 3 years, a bit over 8000 sales, and have had my share of orders get lost by the USPS. I always send a replacement immediately, even paying for overnight shipping sometimes if there is a time constraint, (items under $100 value) after explaining what happened and politely asking them to notify me if and when the original package arrives and I'll gladly send a shipping label so they can return it. In not a single instance have I been contacted about a return, even though I leave the original label active and monitor the tracking....many have been delivered weeks or months later.
It's just the cost of doing business. Raise all your prices 2-3% to cover situations like this.
psfhobbies
·1 year agoI did the same thing few weeks ago The buyer sent me the knife back on his own dime (w/o Ebay involved) plus he sent me two $20.00 Olight flashlights just to be friendly. I sent him the correct item $10.00 bill for his postage and a CRKT knife for free. There are great people out there who get this place is more or less a big garage sale and not everyone is a full time business able to take big losses. Been here 27 years and this guy blew my mind on his generosity and understanding. On the flip side just had a person file a bogus "damaged" return for a car part from California showing me pictures of his part he took off the car saying it was the one I sent him.Ebay CS didn't even buy it yet I had to give him 50% refund to keep them happy..win some lose some.
isoldmytreasures
·1 year agoMy experience with customers and exchanges has been fine. I send them a jpg of the return label letting them know they can have the post office pick up the package.
The real problem is getting ebay to come up with a sensible process to NOT REFUND THE CUSTOMER WHEN IYOU HAVE SENT THE REPLACMENT ITEM AND THERE IS NO WAY TO REACH EBAY ANYMORE BECAUSE YOU CANT GET TO THEM VIA CHAT AND NO IDEA HOW TO UNBLOCK YOUR PHONE SO THEY CAN CALL YOU SO YOU CANT GET THROUGH TO THEM!!!!! THE CUSTOMER CAN'T FIGURE OUT HOW TO CLOSE THE RETURN EITHER. ARRGGHH
certifiedcitynet
·2 years agoUnder federal law, the buyer is not required to return the item not ordered. He can legally keep it.
fashionwearandcollectibles
OP2 years agoThank you for your kind words.
fbusoni
·2 years agoYou are lucky that this was a fairly inexpensive lesson.
Since you now know that this individual is dishonest / uncooperative, make sure you add his name to your blocked buyers list.
https://www.ebay.com/bmgt/BuyerBlock?
Hopefully you will make some sales soon and will earn sufficient profit to offset this loss.
Good luck.
fashunu4eeuh
·2 years ago@fashionwearandcollectibles
Just to clarify—
Your instincts do you credit. You did the right thing by immediately sending the right item to the buyer. Since it was your mistake, waiting for a return of the other item would not have been good customer service in this situation.
However, for regular returns, one’s that are buyer-initiated, waiting for the returned item before refunding is appropriate and necessary.
Wishing you much success on eBay. Please come back anytime.
fashionwearandcollectibles
OP2 years agoThank you.
ethylsgarage
·2 years agoI always send a prepaid return shipping label and a return shipping bag with the replacement item. This makes it easy for the customer. That way all they have to do is put the return item in the bag and seal it and give it to their postal carrier. So far, the mis-shipped item has always come back.
fashionwearandcollectibles
OP2 years agoThat's an excellent idea. I think he might have if it was that easy. Lots of excuses, and apologies. He seemed sincere. I'll try your way next time. Thanks.
kensgiftshop
·2 years agoNothing, but learn from this mistake so it doesn't happen again.
fashionwearandcollectibles
OP2 years agoYes, I will. Thanks. Have a great day.
chevymontecarlo88
·2 years agoIf you wanted the item back you should of had them initiate a return (which you would be paying for the label anyways). You could of relisted the item immediately for sale or waited until the other was returned. Obviously it was a mistake and sounded like the buyer was on board with sending it back. Sometimes life happens and things that sound easy are more complicated once having to deal with them.
Many buyers are not like sellers where they have the ability to easily buy and print shipping labels from home. They could of thought no problem, i will help them out until they realized the time it takes to go to the post office to deal with sending it back.
At this point you can try to keep in touch hoping they will eventually send it back but you do not have any leverage as you noted in your post. Sorry it happened.
fashionwearandcollectibles
OP2 years agoYes, that makes sense. Thanks for your kind words.
fashionwearandcollectibles
OP2 years agoOh, and I forgot to thank you for the perspective of looking at it from his side. I know I never liked going to the post office myself. I would send him a shipping label, prepaid, if I thought he would use it. But, I think I've waited to long, and I'd just be out more money. Moving on.
Thanks for your response.
pickapaper
·2 years agoYou've already answered your own question and found out what to do next time.
As far as this time, there is really nothing you can do. Since you have already sent the buyer the correct item, he is under no obligation to return the wrong item. Just chalk it up to a learned lesson and move on. Hopefully, it was not an expensive item.
fashionwearandcollectibles
OP2 years agoThanks for answering my question. I'm sure you are right. Sometimes we learn the hard way. Cost me $40. Could be worse, I guess, but still feels a little disheartening.
klhmdg
·2 years agoNext time you make a mistake either refund the buyer and let them keep the item OR
Ask them to start a return request and you approve and supply a return label. . You then refund once you receive the item back.
Stop contacting the buyer on this one.
You made a mistake and hopefully it is not too big of a loss.
You compounded the financial loss by not following the return policy.
fashionwearandcollectibles
OP2 years agoThanks for spelling out the procedure. Still learning how to be a seller on Ebay. I appreciate the info.
momtoabeautifuldaughter
·2 years agoWhen I mistakenly send an item I just let them keep it and I either send the correct one or give them a refund.
I don't think I have ever asked them to return my mistake.
ca42388
·2 years agoI feel we need to also look at the value of the loss. I don't sell high dollar stuff but many sellers do. I do like you mentioned because sometimes it would cost me more if I don't.
fashionwearandcollectibles
OP2 years agoI guess I just need to grow thicker skin and lower my expectations. Not high end, but still disheartening to send two pants for the price of one ($30). I understand it was my mistake. I was just hoping he'd come through for me and I could resell the returned pair on Ebay. I would send him a shipping label, prepaid, if I thought he would use it.
Thanks for the perspective.
fashionwearandcollectibles
OP2 years agoGood advice. He's apparently keeping them anyway.