How to write a professional message to a customer

[feelinpeachy]

Just some background info:

I listed an item in Oct 2018 as a Good 'Til Cancelled, a little time before I was in the process of moving to another state.  I moved and settled into my new place.  The item didn't sell for months, so I totally forgot I had even listed it. When I noticed that it sold, I thought I knew where it was, but turns out that I don't. I've searched for a long time. There are so many boxes it could be in since I have some boxes in storage.  They purchased the item on April 9, 2019 and are expecting it to arrive on April 15th.

I'm a brand new seller, so I'm not sure how to write a professional sounding message to the customer. Will you write an example of what you'd write so I can see? Like how I should describe the situation to the customer and tell them I'm going to do, or ask them if they would request a cancellation on their end so I won't get a ding, or if they'd be willing to wait until I can purchase an identical item from another seller so I can then send it to them to replace it, etc.

[kensgiftshop]

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@feelinpeachy wrote:

Just some background info:

I listed an item in Oct 2018 as a Good 'Til Cancelled, a little time before I was in the process of moving to another state.  I moved and settled into my new place.  The item didn't sell for months, so I totally forgot I had even listed it. When I noticed that it sold, I thought I knew where it was, but turns out that I don't. I've searched for a long time. There are so many boxes it could be in since I have some boxes in storage.  They purchased the item on April 9, 2019 and are expecting it to arrive on April 15th.

I'm a brand new seller, so I'm not sure how to write a professional sounding message to the customer. Will you write an example of what you'd write so I can see? Like how I should describe the situation to the customer and tell them I'm going to do, or ask them if they would request a cancellation on their end so I won't get a ding, or if they'd be willing to wait until I can purchase an identical item from another seller so I can then send it to them to replace it, etc.

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I would just message the buyer and explain what happened and let them know that you'll cancel the order and refund their money.

I would never ask a buyer if they want to cancel when it was my mistake.

[feelinpeachy]

Please show me what you'd write if it was you.

Example:

Dear Customer,

blah blah blah.

Sincerely,

Seller

[green-night]

 or if they'd be willing to wait until I can purchase an identical item from another seller so I can then send it to them to replace it, etc.

I've actually done this a few times when I was out of stock on an item.  I've simply purchased from another seller and put my buyers address as the ship to address.  If you do that I would just make sure to tell the seller NOT to include an invoice.   The only objection some might have is that it will be coming from another location than where you listed it.  Not a big deal in my opinion provided you use a service that will have it arrive on time.   It's always worked out fine when I've done it.  

[jeannicho22]

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@feelinpeachy wrote:

Just some background info:

I listed an item in Oct 2018 as a Good 'Til Cancelled, a little time before I was in the process of moving to another state.  I moved and settled into my new place.  The item didn't sell for months, so I totally forgot I had even listed it. When I noticed that it sold, I thought I knew where it was, but turns out that I don't. I've searched for a long time. There are so many boxes it could be in since I have some boxes in storage.  They purchased the item on April 9, 2019 and are expecting it to arrive on April 15th.

I'm a brand new seller, so I'm not sure how to write a professional sounding message to the customer. Will you write an example of what you'd write so I can see? Like how I should describe the situation to the customer and tell them I'm going to do, or ask them if they would request a cancellation on their end so I won't get a ding, or if they'd be willing to wait until I can purchase an identical item from another seller so I can then send it to them to replace it, etc.

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You offering to purchase and replace the item is very professional... as a brand new seller you are certainly on the right track.... You know how to do this.

[a_c_green]

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@green-night wrote:

 or if they'd be willing to wait until I can purchase an identical item from another seller so I can then send it to them to replace it, etc.

I've actually done this a few times when I was out of stock on an item.  I've simply purchased from another seller and put my buyers address as the ship to address.  If you do that I would just make sure to tell the seller NOT to include an invoice.   The only objection some might have is that it will be coming from another location than where you listed it.  Not a big deal in my opinion provided you use a service that will have it arrive on time.   It's always worked out fine when I've done it.  

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That's what I would do, assuming that I already know where to get the emergency replacement and have no doubts about it. Add your buyer's name and mailing address as an alternate Ship-To: address on your account, and make the purchase using that address. (Make sure that it doesn't stay selected after your purchase is done.) If the seller offers a premium shipping method that's a bit quicker, go with that.

Once that's done, then send your buyer a short note apologizing for the delay and saying that their item is coming from a different location. This is kind of a half-apology/half-confession, but I think that coming clean about it is a good idea in this case, as there's some chance that the buyer may notice that either (1) you're listed as the buyer on the packing slip, if there is one and the seller printed the slip before payment, or (2) the package is coming from a different location.

"Dear Buyer, 

I'm sorry for the delay, but I had unexpected problems locating your item. I have finally found it, and it is on its way to you from (insert location here, assuming that it's someplace domestic and not traveling by yak from Outer Franistan), with tracking number 1234567890. 

Regards, 

Your Name Here"

No need to emphasize that the item you found is not the item you were looking for. If it's what the buyer is expecting to receive, then just go with that and hope for the best.