How to resolve wrong item sent to buyers?

[depave-13]

I messed up big time and I am panicking because I don't know what to do. I mixed up shipping labels on two packages and sent them to the opposite people. I had one buyer receive the package and send me a message showing that he got the wrong item. The other buyer hasn't received his package yet. The problem is I posted the cheaper shipping label on the bigger box so I think that buyer is going to get charged for incorrect weight and measurements. 

I am at a loss on what to do here. Please help me out, how do I fix this? DO I have the buyers open a return to get the items back? Do I print return labels elsewhere and send them to them? 

[mtgraves7984]

The best way to fix this would be to have both buyers return the items to you. Then, you could properly re-ship each to the right owner. And don't be too hard on yourself... many sellers (including me) have done the same. Good luck.

[m60driver]

All you can do is explain what happened and ask each buyer to file a return request, issue a return shipping label, and then refund.  Then get down on our knees and pray that they send the items back to you.

By the way, many of us have made that same mistake.  But I made that mistake nearly 20 years ago and have not repeated it.

[femmefan1946]

Send the customer who has contacted you a Return Shipping Label.

Apologize.

Send out the correct thing as soon as you see he has used the Label, or immediately, your choice.

Apologize.

If you don't have a replacement, refund.

Apologize.

For the other customer.

Apologize.

Explain what happened.

Apologize.

Send him a Return Shipping Label.

Send out the correct thing as soon as you see he has used the Label, or immediately, your choice.

Apologize.

If you don't have a replacement, refund.

You will lose money on this.
But you understand it is your responsibility.

The extra costs are all tax deductions from your 1150 that sellers are getting so upset about.

And most sellers have done this at some point. It's not the end of the world.

[onlinecentral]

To remedy the situation outside of eBay, using Paypal, etc. brings another set of complexity.
Asking for email addresses After The Sale is usually permitted through the eBay Message Center.
Send each buyer money to buy a label through Paypal.

To handle this within eBay, ask them to choose from these five return reasons, so you don't get a strike on your seller account.
1) Doesn't fit
2) Changed my mind
3) Found a better price
4) Just didn't like it
5) Ordered by mistake
Have them send the packages back to you, which you can reship.

I have accidentally switched labels a few times. I told the buyers to discard the first shipment and sent replacement packages. Luckily, I had more units within Fixed-Price Buy-It-Now listings. That is not possible if you don't have duplicates to send. This method requires no labor from the buyers. They just need to be patient for the replacement to arrive.

Use the Magic Words, "Sorry for the inconvenience." My buyers were understanding and none gave me a negative feedback.

[pepper1202]

This has unfortunately happened to me…two boxes of the same size and weight. When the first buyer got their wrong package and alerted me, I in turn alerted the second buyer. They refused delivery and it was sent back to me with no extra cost. It did cost to have the items re-sent so I’m extra super duper careful now.

[glasser]

You need to immediately contact the buyer who has not received the shipment and tell them you messed up. Do this before they get the package. It might be possible for them to refuse delivery and have it sent back to you. Not 100% sure how to that. It if you sent via UPS or FedEx you will likely be charged the overage not the receiver not sure about USPS.

I would contact the buyer who already has the wrong shipment and see if they would be willing to mail the item for you. If they are, you can buy a label from a site like Pirate Ship to ship to the correct person and email them the label and they just need to get it to the shipper. Same for the other buyer. You can even arrange for a pickup if needed by the carrier.  If they can't/ won't do this.  Would they be willing to send the item back to you. Again, you can issue a label to get the item back. They may want to this because ultimately they want the item Worst case scenario provide full refunds with labels and take the items back.

Double worse case scenario, and it really depends on the value of the items, issue full refund to both and let them keep what you sent them.

No matter what you'll be paying some extra postage

I had this happen with an auction house and I shipped the item back and they retrieved my item from the person they sent it to and  all was good with the world.

[chevymontecarlo88]

A lot of good info in femmefan1946 post above. Communicate with both customers ASAP and frequently. 

[depave-13]

So my first buyer who received the wrong package said he didn't wish to open a return case against me. So I sent him a prepaid label though paypal. I have yet to hear back from the other buyer yet. Was it okay to send a label through paypal? 

[hol5725]

I orderd  EMUAID S1554880N. but it did not get diveredly to my house. I receive a different paceage. Please let me know so i can send the package to ebay so I can get my package

Please send me a email on what to do next.

Thank you

[inhawaii]

Apologize.

Have each buyer send you back the wrong item.

Apologize again.

Send each buyer the right item.

Apologize again.

Depending on the cost of the items and you're generosity level,

sometimes I will refund each buyer in full an still send them their items.

[kh-jean]

Hi everyone,



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Thank you for understanding.