Sent the wrong item to a customer, can not get them to respond

[1g3brare]

Hi everyone. I have never reached out on here before, so I hope this is the correct way to get help. I swapped the labels on 2 packages I shipped out on March 16th. One of the buyers reached out and brought it to my attention. I knew who the other buyer was in the mix up, so I reached out and explained what had happened. The item was delivered to her the same day I sent the message. It has been 3 days and 2 messages sent to her now and she still has not responded. The other lady is really wanting the jacket she ordered soon, as she is leaving for New Zealand. The other lady ordered a tank top. I am hoping she isn't planning on not returning the item because of the value difference and that she will send the package directly to the lady who actually ordered it. Is that a request that I can make, if she responds?! And if she doesn't respond soon, am I allowed to contact her by phone?   I've only been selling on the platform for 6 months. Never had a customer issue quite like this. Please help.  TIA

[bashort]

You can contact by phone, this is what I would do. In a situation like this a call helps the buyer understand that they are dealing with a small ebay seller who is trying to fix a mistake 

Many casual ebay users do not monitor their account for messages

[simba6]

Your not supposed to have one buyer ship to another.  Both are to return the incorrect items and you reship.

The problem is while buyers can file a case when they receive the wrong item and get a refund, there is no such case a seller can file.  There is no I sent the wrong item and want it back case a seller can file.

If the other person won't return it, you don't have to send them their item or refund them.  But eBay can't make them return it.   You will have to refund the other buyer.  You can issue a paid return label if you want that item back.

You are allowed under the rules to contact the other buyer. Be kind and it they refuse, drop it. You can be reported for being abusive.

[bashort]

Its a very bad feeling when someone tells you that they received the wrong item because you know that someone else is getting the wrong item also.

we have had this happen a few times over the years and it is no fun. Sometimes buyers will cooperate sometimes not.

Several years ago we came up with a procedure to  keep this from happening again, working so far.

[kensgiftshop]

The buyer you've been in contact with, have them file an INAD and return the wrong item and refund when it's returned.

The other buyer, not much you can do if they decide to keep the jacket.

[meme6253]

That is why I pack & print one order at a time, Fix the shipping label & move on to the next so that this type of thing does not happen, That being said I think you can call the customer & explain things,But it's anyone's guess as to how this will play out for everyone involved, Good Luck to you!

[toysaver]

This is on you, it's your mistake.  The correct thing would be to apologize for your error, refund both and allow them to keep the items or ask them to donate.   Take the time to understand how this happened so it doesn't occur again. 

[b86fiero]

I agree with toysaver. Refunding appears to be the best way to correct the mistake. While some buyers are kind, some are not. Hope you don't receive negative feedback over this.

Worst case scenario would be for the non-responder to file a case with their payment provider.

Good luck.

[1g3brare]

THANK YOU ALL!  I will call her, and pray it goes well.  My apologies to both of them were sincere and I told them I'd refund them, but I still hope to get their correct items to them too, ya know. Yes, it is a bad feeling. I will not let this mistake happen again. Lesson learned! Everyone was a great help, so again? THANK YOU

[grand-and-glorious-purpose]

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@simba6 wrote:

Your not supposed to have one buyer ship to another. 

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I ask first, if they both agree I do it.

If one or more doesn't like getting their items 1-2 weeks quicker then I take them back and then turn them around.

[slippinjimmy]

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@grand-and-glorious-purpose wrote:

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@simba6 wrote:

Your not supposed to have one buyer ship to another. 

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I ask first, if they both agree I do it.

If one or more doesn't like getting their items 1-2 weeks quicker then I take them back and then turn them around.

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My experience as well. Usually has worked out just fine. In one similar situation the buyers were in different countries so it really wasn't possible for the buyers to do a swap.

@1g3brare 

If the buyers are willing you should provide the shipping labels, confirm if they have the ability to print labels and if not you can send them a QR code that they can use at their post office to get a prepaid label.