seller sent wrong item - replace?

[picture-lover]

I am the seller and sent the wrong item and told the buyer I would send her the right item. She responds and says she needed it yesterday and she will drop it in the mail tomorrow and I should do the same for her item. And she added "I think a little trust is called for here".  Normally I wouldn't hesitate in doing this but she has switched user id's since she paid for this item. I am really leary of this as I am her only feedback on her first id and no feedback on her 2nd (since it was only created today). Do I HAVE to send her the correct item and if so as soon as they send it off to me? I thought I read somewhere that ebay made someone do it. I'm thinking it's up to me but stranger things have happened here!

[missjen831]

eBay can’t make you do anything except refund the buyer. Some sellers would have sent the correct item & let the buyer keep the wrong item. It’s really your call here. 

[picture-lover]

I have let buyers keep items in the past too but since she didn't just email me about it I am not willing to as now I have a defect on me. I fully expect a negative however since she is so aggressive about telling me how to handle it. Thanks for the response. Much appreciated!

[pburn]

YOU'RE leery of HER?

She ordered an item in good faith and needed it yesterday. You sent her the wrong item. Gee, I guess I'd be a little miffed about that, too. She's probably being aggressive about telling you how to handle it because you goofed up by sending her the wrong item. She may feel you need a little extra guidance. 😉

And now you say you're not going to let her keep it because she didn't email you--so now you have a defect? While I agree she could have resolved this by contacting you, it's not her fault you sent her the wrong item . . .

Okay. So, TBS, I assume you sent her a prepaid return label? If you ask her to upload the tracking number, you could send her the replacement when you see the return start moving. Or you could refund her. Your call, as jen_proudleowife said. Either way, you'll be lucky not to get negative feedback out of this. It might depend on how you handle it from this point on.

[goodluckselling]

Do not beat yourself about this events.  Things happen all the time.  You mentioned some strange behavior from your buyer during this event. You asked do you have to send the correct item?  Yes and No.

I would encourage the buyer based on the description to open an item not as described request.  which will protect the buyers money back guarantee, and make sure they know this is why you are suggesting this path.

You then have the opportunity to decide to issue a return label that you will pay for to get the wrong item sent back, or give the buyer a full refund.

You can then send the buyer a special offer to repurchase the item at a deep discount by way of a best offer you have set up with conditions only the buyer knows about, or if you have a store you can send the buyer a codeless coupon that will allow the buyer to make an exceptional purchase that way.

You always want to resolve any issue when a request in opened even if it means a full refund without the item being returned to you.

Some will complain that buyers are running free without control but that is not true.  eBay reviews all parts of requests including buyers history of buying and sellers history as well before they make a final decision.

Good Luck Selling!

[mr_lincoln]

@picture-lover  You sent the wrong item, send the correct one to the Buyer, what they do with the wrong one, returned or not is a separate issue.

[turquoisetulips]

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@picture-lover wrote:

I am the seller and sent the wrong item and told the buyer I would send her the right item. She responds and says she needed it yesterday and she will drop it in the mail tomorrow and I should do the same for her item. And she added "I think a little trust is called for here".  Normally I wouldn't hesitate in doing this but she has switched user id's since she paid for this item. I am really leary of this as I am her only feedback on her first id and no feedback on her 2nd (since it was only created today). Do I HAVE to send her the correct item and if so as soon as they send it off to me? I thought I read somewhere that ebay made someone do it. I'm thinking it's up to me but stranger things have happened here!

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At least you didn't ask for  5 star positive feedback  like a seller  asked for after sending me the wrong color . I waited a month for  my order to get here  then I notified seller the wrong color was sent . They replied they'd send the right color   but please leave  excellent feedback when the replacement  arrives ..   Certainly  !  😞   Tulips