eBay

jessssa · ‎06-23-2024

Ok, what would you do?

First of all, my item wasn't late but it was sent out the day before the deadline, and the customer was mad and asking where her item was. I explained I had am emergency, my grandma died and I had to drive to Philadelphia (4 hours away). I told her I would send the right item and let her keep the wrong item, and said I would get it shipped out this weekend. She said sorry for my loss. So it's the end of the weekend and I haven't provided her a tracking number because I was late to the post office and couldn't send it out. The customer is aggressively asking where the tracking number is and if it's in the post. I know it doesn't matter, but she is demanding while im dealing with a loss. So I told the customer I changed my mind: either I'll send you a shipping label and you return the wrong item, or you keep the item and I just refund you, please decide...is that wrong of me?

jg.mason · ‎06-24-2024

Were you wrong? Probably. Was the customer right to be upset? Probably.

It was just a bottle, it's not like it was a part for their refrigerator and their food was going to spoil if they didn't get it right away.

I still see ebay as a yard sale/ flea market type of place with a lot of little sellers. So if a seller had a few issues including a death in the family and they were still communicating with me, I'd just back off and give them some time. A $20 bottle just isn't that important in the grand scheme of things.

gloryglorygifts · ‎06-24-2024

You can't create a second label on ebay if there is already one in the system showing delivery.

chindoun · ‎06-24-2024

Communicating is key here from what I'm reading. Every step of the way, I would've let the buyer know what is going on. even with new delays. As long as buyer is kept in the loop of everything you did, they should understand. This has worked for me.

Sorry to hear about your Grandma as well.

cambriachick · ‎06-24-2024

I hope there is not a next time, but if there is, take a minute and put your store on "time away" for 2 -3 weeks, what ever you need.

gloryglorygifts · ‎06-24-2024

First and foremost, I'm so very sorry for your loss of your gran. I know, its devastating.

It was your mistake. I would have gotten the right item out to them ASAP and messaged her the tracking number, as well as adding it to the one in the eBay system. You can't just change your mind. That's not being professional. She should keep the item. I tell people to donate it if they don't want it.

My deepest condolences. You and your family are in my prayers.

luckythewinner · ‎06-24-2024

@jessssa wrote:
. So I told the customer I changed my mind: either I'll send you a shipping label and you return the wrong item, or you keep the item and I just refund you, please decide...is that wrong of me?

You broke your first promise to the buyer by not shipping the correct item in the expected time frame.

You broke a second promise to the buyer by not shipping the correct item by this weekend.

Are you asking us whether it would be wrong of you to break a third promise by not sending the correct item as you previously agreed?

And since you have already promised a refund, why have you not already refunded the buyer?

iamalwaysright · ‎06-24-2024

@gloryglorygifts wrote:
You can't create a second label on ebay if there is already one in the system showing delivery.

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Yes you can. I used to do it all the time.

sin-n-dex · ‎06-24-2024

@jessssa wrote:
Ok, what would you do?
First of all, my item wasn't late but it was sent out the day before the deadline, and the customer was mad and asking where her item was. I explained I had am emergency, my grandma died and I had to drive to Philadelphia (4 hours away). I told her I would send the right item and let her keep the wrong item, and said I would get it shipped out this weekend. She said sorry for my loss. So it's the end of the weekend and I haven't provided her a tracking number because I was late to the post office and couldn't send it out. The customer is aggressively asking where the tracking number is and if it's in the post. I know it doesn't matter, but she is demanding while im dealing with a loss. So I told the customer I changed my mind: either I'll send you a shipping label and you return the wrong item, or you keep the item and I just refund you, please decide...is that wrong of me?

Your first problem is that people use death in the family as an "excuse" so buyers often don't really believe this happened. You have my sympathies, I just got back from visiting my grandma who is 96 and lives 7 hours away from me. This is probably going to be my last visit. I had buyers pestering me about stupid stuff all weekend while I was in time away mode with an out of office.

I think you should have sent the buyer the correct item as soon as possible and you still could have issued a label for the wrong item if you wanted to bother getting it back. Generally I don't bother with returns because it's hassle for everyone.

You have to realize having sent the buyer the wrong item and having reasons for delays, the buyer is not trusting you very much right now, so they are going to be aggressive because they think that will get them the results they want.

Perhaps what you should do is apologize to the buyer for taking your frustrations out on them on a problem that you created (by sending the wrong item), and assure the buyer you will send their correct item immediately. It's your only hope in avoiding negative feedback which I think you are going to get if you don't at least fix this situation.

C.

sin-n-dex · ‎06-24-2024

@gloryglorygifts wrote:
You can't create a second label on ebay if there is already one in the system showing delivery.

Yes you can. I shipped a package that got lost and had replacement items. I sent the replacement items with a second label I created (the first label showed delivery). Then I got a late shipping defect even though the items were initially shipped on time and the second shipment was a replacement.

A week after she got the replacement the missing package showed up. It was worth $3 plus I paid $1.12 for postage. I didn't bother having her return it. I know I would win an INR, but on a $3 item I was inclined to believe my buyer didn't receive it.

C.

albertabrightalberta · ‎06-24-2024

@sin-n-dex wrote:
It's your only hope in avoiding negative feedback which I think you are going to get if you don't at least fix this situation.

Too late. The buyer had already left the neg after the OP canceled the order.

@jessssa

Surprise the buyer by sending the correct item. When she receives it, she might ask you how to revise the feedback and may agree to a revision.

albertabrightalberta
Volunteer Community Mentor

inhawaii · ‎06-25-2024

@gloryglorygifts wrote:
You can't create a second label on ebay if there is already one in the system showing delivery.

I'm pretty sure you can.

I've done it many times before, even recently.

Telephone Line - Electric Light Orchestra

keziak · ‎06-25-2024

I personally screw up with the mail sometimes which means too often (anything more than once in ages). My policy is aggressively making it right. Recently somehow I made a shipping mistake and the buyer got the wrong thing. I both immediately refunded and ordered replacements for everything in the lot I sold. I provided the tracking numbers. He's still agitated but went from angry to telling me he wished more sellers were like me. I hope he gets all the books soon so he ultimately got what he paid for. That is the bottom line. Anything less and I just failed him. period full stop.

sin-n-dex · ‎06-25-2024

@albertabrightalberta wrote:
@sin-n-dex wrote:
It's your only hope in avoiding negative feedback which I think you are going to get if you don't at least fix this situation.
Too late. The buyer had already left the neg after the OP canceled the order.

@jessssa
Surprise the buyer by sending the correct item. When she receives it, she might ask you how to revise the feedback and may agree to a revision.

That's the problem with being at work all day while these replies are happening... I miss the update because I reply to the OP before reading the follow ups.

anyway I like your idea to pleasantly surprise the buyer.

C.