Buyer received wrong item won’t return it after we sent out correct item

[emmytogs]

We sold a vintage doll to a buyer over a month ago. When they receive the item the immediately contacted us and said it was the wrong doll they bought. We had 2 very similar dolls and sent the wrong one by mistake.  We apologized and immediately sent out the correct doll. The incorrect doll was in our store for $139.99. The doll they bought was $50. The buyer said they would send  The incorrect ($139.99)  doll back to us and we told the buyer would reimburse them for shipping.  They received the correct doll from us but they have never sent back the incorrect doll.  We have made several attempts to contact them and they will not answer.  What can we do at this point? 

[sam9876]

Nothing.

[breeb_90]

what you should have done was email them a prepaid shipping label and had them ship the wrong doll back BEFORE you sent the replacement out

[chinohighcowboys1963]

No one can force the buyer to return the doll, so you won't be getting it back.

[kensgiftshop]

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@emmytogs

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If you sent the correct doll before having the other one shipped back, there's nothing you can do now.

[rixstuff]

Other than show up on their door step with the sherrif, there really is nothing you can do. You should always get the WRONG item BACK before sending out the RIGHT item.  Sorry.

I myself switch labels on the packages so two buyers got each others stuff.  One buyer was great and immediately returned the one she got.  The other one liked the one she got by mistake better and wanted to keep it instead.  It would have been great to get them both back and switch them again to the right buyer but one wasnt cooperating.  There was NO WAY I was sending the right item and ending up in your same position with her having BOTH.  I just had to refund the other person who never got her item at all but at least one didnt get BOTH items.

[grki_97]

You can try sending a Paypal invoice for the doll.

[emmytogs]

Thank you grki!  Great idea and worth a try 🙂 it’s been over a month but I did just send her a Paypal invoice asking her to remit payment or contact us for return info 🙂 we will see what happens.....

[chinohighcowboys1963]

Nothing will happen except the buyer will just ignore the invoice.

She knows no one can force her to return the item.

[duchess-at-speakeasy]

When an exchange is involved, eBay will charge the buyer if the item is not returned. You can call and plead your case. ~~C~~

[missjen831]

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@duchess-at-speakeasywrote:
When an exchange is involved, eBay will charge the buyer if the item is not returned. You can call and plead your case. ~~C~~

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@duchess-at-speakeasynope this wasn't an exchange and ebay has NO way to charge the buyer in this situation. Ebay can only charge the buyer if its a formal exchange done through a return request. Thats not what happened here. The seller sent the wrong item and chose to send the correct item before the buyer returned the correct item.

[midnight_mystic]

"what you should have done was email them a prepaid shipping label and had them ship the wrong doll back BEFORE you sent the replacement out "

Yet another seller who says we should all victimize buyers A SECOND TIME!

I just got off a thread where the seller thinks buyers whose item was damaged in shipment should have to go through her proprietary 4-step program of sending photos and describing the damage in detail and asking permission and having loads and loads of chit-chat instead of simply OPENING A SNAD CLAIM.

Now we have a buyer who received the wrong item being required to package and ship that item back before the seller should actually SHIP THE ITEM THE BUYER PAID FOR!

Can y'all not see that this is killing eBay?

Everyone who has done any significant amount of buying or selling on eBay has had a bad experience. Everyone I know, including myself, if they buy anything on eBay at all (which is rare these days), it's junk they don't really care about. When customers are serious about buying an item, we buy it on Amazon. We almost always GET THE RIGHT ITEM and get it FAST. And if we don't, Amazon makes it right - no photos, chit-chat, wrong items returned first, or any other CODDLING OF INCOMPETENT SELLERS required!

In this case, the seller is 100% at fault. The buyer owes them NOTHING. Any seller who required me to do anything other than pay before they fulfilled the terms of the contract THEY WROTE -- the auction listing -- would get a well-deserved SNAD claim and a rock, topped with cherry-red donut.

[flyerfandan999]

Of course, the best option would have been to send the Buyer a prepaid return label, or PayPal the Buyer the cost of return shipping plus a few extra bucks for their trouble, and then upon receipt of the wrong doll, sending the correct doll, and maybe something else ( a few more bucks or an item the Buyer might like) as an "I'm sorry for the trouble" token.

Instead of an invoice, this last time you should have sent the Buyer a prepaid return label for the wrong doll, and also something else---maybe a few extra bucks to cover their time and gas, or a personal coupon for a big %%% off of anything in your listings.

[missjen831]

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@midnight_mysticwrote:

"what you should have done was email them a prepaid shipping label and had them ship the wrong doll back BEFORE you sent the replacement out "

Yet another seller who says we should all victimize buyers A SECOND TIME!

I just got off a thread where the seller thinks buyers whose item was damaged in shipment should have to go through her proprietary 4-step program of sending photos and describing the damage in detail and asking permission and having loads and loads of chit-chat instead of simply OPENING A SNAD CLAIM.

Now we have a buyer who received the wrong item being required to package and ship that item back before the seller should actually SHIP THE ITEM THE BUYER PAID FOR!

Can y'all not see that this is killing eBay?

Everyone who has done any significant amount of buying or selling on eBay has had a bad experience. Everyone I know, including myself, if they buy anything on eBay at all (which is rare these days), it's junk they don't really care about. When customers are serious about buying an item, we buy it on Amazon. We almost always GET THE RIGHT ITEM and get it FAST. And if we don't, Amazon makes it right - no photos, chit-chat, wrong items returned first, or any other CODDLING OF INCOMPETENT SELLERS required!

In this case, the seller is 100% at fault. The buyer owes them NOTHING. Any seller who required me to do anything other than pay before they fulfilled the terms of the contract THEY WROTE -- the auction listing -- would get a well-deserved SNAD claim and a rock, topped with cherry-red donut.

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Sorry to disappoint you but this isn’t killing eBay. There is nothing wrong with requesting photos, when an item is damaged and there is insurance, most sellers will simply refund the buyer upon receiving the photos and file an insurance claim. And there is nothing wrong with requiring a buyer to return the incorrect item, some sellers will simply tell the buyer to keep it and issue a refund, some will Issue a refund AND send a replacement. Some will have the buyer return the incorrect item and send out the correct item. As long as the seller issues a refund or sends the correct item, there is no wrong way to do it. 

[jano-6647]

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@midnight_mysticwrote:

"what you should have done was email them a prepaid shipping label and had them ship the wrong doll back BEFORE you sent the replacement out "

Yet another seller who says we should all victimize buyers A SECOND TIME!

I just got off a thread where the seller thinks buyers whose item was damaged in shipment should have to go through her proprietary 4-step program of sending photos and describing the damage in detail and asking permission and having loads and loads of chit-chat instead of simply OPENING A SNAD CLAIM.

Now we have a buyer who received the wrong item being required to package and ship that item back before the seller should actually SHIP THE ITEM THE BUYER PAID FOR!

Can y'all not see that this is killing eBay?

Everyone who has done any significant amount of buying or selling on eBay has had a bad experience. Everyone I know, including myself, if they buy anything on eBay at all (which is rare these days), it's junk they don't really care about. When customers are serious about buying an item, we buy it on Amazon. We almost always GET THE RIGHT ITEM and get it FAST. And if we don't, Amazon makes it right - no photos, chit-chat, wrong items returned first, or any other CODDLING OF INCOMPETENT SELLERS required!

In this case, the seller is 100% at fault. The buyer owes them NOTHING. Any seller who required me to do anything other than pay before they fulfilled the terms of the contract THEY WROTE -- the auction listing -- would get a well-deserved SNAD claim and a rock, topped with cherry-red donut.

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How does it victimize the buyer? 

99% of online retailers will expect you to return the wrong item before they ship the correct one. Most will even send you a prepaid label to return the wrong item.

Had the buyer filed an SNAD, they would have been forced to return the item with a prepaid return label.

Can you not see how forcing the seller to send the correct item before the inccorinc item is returned will KILL SELLERS? Buyers will just keep both items rather than return the wrong item.

Any buyer who supports forcing the seller to correct the issue and pray that the buyer is honest enough to return the incorrect item is a buyer that I, and most sellers don't want, or need!