Best way to handle mixed up orders

[apparelandtreasures-1]

I am a new store owner.  I recently mixed up two orders.  I was alerted by one of the customers that she did not receive the items that were in the photo.  Both were from the same product line, but were different items - charms and sliders.  I reached out to both customers and explained the mixed up and offered to issue full credit if they returned the item.  I also stated that I would be happy to reach out when I have received both orders to sale the correct items again to them with free shipping.  Was this handled correctly?

[niroshstore_1]

The answer is with you. Please study it again and again

[dbmm-media]

did you send them a prepaid shipping label?  

do you expect them to send the items back to you and lose their MBG?

you do know that when / if they file a NAD you will be refunding and be paying for the return. 

[myboardid]

First, I've done that a few times over the years.  Stuff happens, don't beat yourself up over it.

I trust my buyers.  If I have more of the items they bought, I send them the correct items immediately, and included a prepaid return label in the package for them to use to return the incorrect items.  I have never had a buyer who didn't return the incorrect items. 

If I don't have any more of the right items, I send the prepaid return label and promise to send them the correct items as soon as I get them back from the person who received them by accident.  I've had a few people be slow about returning the item, but since they want to correct one, they get to it eventually.  If I have any inkling that they are going to balk, I find the item from another seller or order it from my source and have it shipped directly to the buyer. 

I don't worry about the money.  I always lose some in this situation, sometimes more than others, but to me it is more important to get the correct items to the buyers as quickly as possible. 

I would never refund unless I couldn't get the right item to the buyer, and I would never ask them to re-purchase the item.  That almost never works well.