How to best handle return; my error

[strugglinlikeyou]

I sold a Pyrex refrigerator dish but sent the wrong one. They are identical except for size. I mistakenly listed the larger one for $23. I sent the smaller one for $23. The larger one I would have listed for $35.

I want the buyer to be happy and I am willing to send the larger one to make things right. I would be willing to let buyer keep the one I sent.

Your thoughts?

[catjewels9876]

I am a smaller seller and had a situation like this. I felt terrible and re-sent the correct item and paid for the postage. I believe at first the buyer thought I was pulling a fast one by not sending the correct item.

  When corresponding with the buyer I gave them the option to keep the incorrect item or return it to me and I would refund their postage.

  As it turns out buyer kept both items and I received glowing feedback.  The item was small and postage wasn't that much. So that's my story. 

 Good luck with what you decide.

[wastingtime101]

---

@strugglinlikeyou wrote:

I want the buyer to be happy and I am willing to send the larger one to make things right. I would be willing to let buyer keep the one I sent.

Your thoughts?

---

That sounds like a pretty good way to make the buyer happy.

[silverstatetreasureboxes]

@strugglinlikeyou 

Dang, you have any more sets? 

      So you accidentally listed the large casserole dish with lid for $23.00 and sent the small refrigerator dish instead which was the intended listing for $23.00. Unfortunately you own this one, message your buyer and tell them what happened and what you can do to make things right, wow costly boo-boo.

[slippinjimmy]

---

@strugglinlikeyou wrote:

I sold a Pyrex refrigerator dish but sent the wrong one. They are identical except for size. I mistakenly listed the larger one for $23. I sent the smaller one for $23. The larger one I would have listed for $35.

I want the buyer to be happy and I am willing to send the larger one to make things right. I would be willing to let buyer keep the one I sent.

Your thoughts?

---

I had a similar situation recently (it was a swap of items between two buyers), I told both buyers the wrong items was theirs to keep as my "gift" and would resend the correct item on my dime. Both were happy to hear that, both left me nice feedback when the replacements arrived.

I lost about $50 for the items and duplicate shipping.....ca la vie.

One tip, if you buy the label in eBay it will reset the shipping date of the order which MIGHT mess with your shipping metrics. If you buy the label elsewhere (USPS click'n'ship, at a PO or Pirateship) eBay will never know about the issue which otherwise they would assume meant you shipped late.

If you print the label off eBay you should send the tracking info directly to the buyer.

[buyselljack2016]

@strugglinlikeyou 

Has the buyer opened a return request with eBay?

If so, it gets more complicated than just sending the correct item.

[strugglinlikeyou]

Thanks to all, I very much appreciate all of you. Buyer asked me what they needed to do. That melted my heart. Why should they have to do anything but file a complaint? Told buyer correct item is packaged and will ship tomorrow at no charge. No need to return wrong item. A loss for me but I caused anxiety to a buyer. No excuse for my mistake. 

That is why I don't have hundreds of items listed. I try to be careful. So easy to make a mistake. 

[strugglinlikeyou]

Buyer has opened a return request with eBay. How else would I know?

What are the complications?

[strugglinlikeyou]

Tell me more buyselljack2016.

[mam98031]

---

@strugglinlikeyou wrote:

I sold a Pyrex refrigerator dish but sent the wrong one. They are identical except for size. I mistakenly listed the larger one for $23. I sent the smaller one for $23. The larger one I would have listed for $35.

I want the buyer to be happy and I am willing to send the larger one to make things right. I would be willing to let buyer keep the one I sent.

Your thoughts?

---

That is a perfect solution.  Let the buyer know the mistake you made and that you want them to go ahead and keep the smaller one.  Then tell them the tracking number on the correct size dish you have shipped to them.  Then just apologize again for your error.

I will likely be fine if you stay honest, humble and professional.

You are doing the right thing.  You are a good seller.

[reallynicestamps]

Wait for the buyer to get in touch with you.

Apologize.

Then send them a Return Shipping Label promptly.

With another apology.

When you see the RSL has been used, trust the customer to have sent the errant dish back, and ship the correct one.

Tell the buyer the tracking number of the new shipment.

Apologize again.

What you want to avoid is the buyer opening a Not as Described dispute. eBay thinks these can only be resolved with cash refunds.

It gets complicated when buyer and seller just want to have the right item in the right hands and eBay is futzing about with demands for refunds.

[buyselljack2016]

---

@reallynicestamps wrote:

Wait for the buyer to get in touch with you.

Apologize.

Then send them a Return Shipping Label promptly.

With another apology.

When you see the RSL has been used, trust the customer to have sent the errant dish back, and ship the correct one.

Tell the buyer the tracking number of the new shipment.

Apologize again.

What you want to avoid is the buyer opening a Not as Described dispute. eBay thinks these can only be resolved with cash refunds.

It gets complicated when buyer and seller just want to have the right item in the right hands and eBay is futzing about with demands for refunds.

---

seems that has been done already. that is why it gets complicated

buyer could well end up with an item, and a refund because a return has been opened. Seller refunds when the tracking shows delivered for that return, or very likely that eBay will do it with the seller's funds.

[buyselljack2016]

@strugglinlikeyou 

How else?

They could have just messaged you. Some buyers contact a seller before they go for the return request.

Complications?

You must respond to the claim. It has to be handled correctly to avoid the buyer ending up with the item, and a refund.

[tobaccocardyahoo]

You have done a reasonable thing to satisfy a buyer but if a Not As Described case was opened leave yourself at risk with Ebay procedures.

An automatic return label was generated, if you agreed to accept the return, and should the buyer use it to return one of the bowls, she will have the one she keeps for free.

Rational and reasonable customer service actions which differ from the model of accept a return and refund often go wrong.

If you have good rapport with the buyer and they are reasonable and honest people, you will not have any issues, but not all Ebay buyers are reasonable and honest.

The cost of the small bowl is a small price to pay to correct your error and have a happy buyer,

[wastingtime101]

---

@strugglinlikeyou wrote:

Buyer has opened a return request with eBay.

What are the complications?

---

Because of that @strugglinlikeyou you need to respond to the return request before the deadline date eBay gave you.

You'll need to approve the return request and agree to the shipping label (note: you will not be charged for the label if the buyer does not use it).

Send a message to the buyer and let them know you are shipping the correct item and there is no need for them to return the smaller item. Let them know you were required to respond to the request with the shipping label, but they can ignore the return request and let it time out and you don't want the small dish back, or they can close the return if they prefer after you ship the large item to them.

Keep in mind you cannot force the buyer here and if the buyer thinks it's the right thing to return the smaller dish, they can ship it back using the label provided through the return (which you'll be charged for) and you'll have to refund them in full upon return. You'll have the smaller dish back to re-sell (assuming it's properly packed and not broken during return shipping).

It gets more complicated once a formal return is filed because the system will force certain situations. Had the buyer sent you an eBay message without filing a return you could have simply shipped the second package and not worried about it.