I sent the wrong item to a customer through EIS and need to stop the shipment

[gonejunkintx]

Hi Community,

I discovered today that I sent the wrong item to a customer in Australia.  The item has not yet made it to the Ebay International Shipping hub in Glendale Heights, IL since I only sent it yesterday.  I've tried talking with ebay on the phone.  My first attempt, I got a really nice lady who helped me but now when I try to reach them again, I can't get past the automated customer service (terrible) experience.  I can't get in touch with anyone through the postal service either but at this point, I believe one of the last options with them is with the package intercept method which isn't really cost effective for this item.  How do I get in contact with the shipping hub to stop this item so that I can send the correct item to my buyer?  What are my options here?  It seems it would be in everyone's best interest if it did not go all the way to Australia from the US only to get returned.

Thanks in advance.

[pjcdn2005]

From what I've read, the EIS aren't very useful in out of the ordinary situations. I really doubt that they would help you. I could be wrong but imo, your best bet is to try and get usps to intercept it.  

[janet9988]

Package intercept is most likely your only option.

All sellers deal with this cost if wanting the item returned before delivery.

[12345jamesstamps]

You won't like the answer but here goes.

I would ship out the correct item ASAP if not done yet.

Then get in touch with buyer a little down the road as wrong item sent but correct item is on the way.

You can provide a return shipping label or let buyer keep the wrong item as well.

Getting a return item back...and hope it gets returned or not lost on the way...in my own opinion...is not would I would do.

But at least you will be able to sleep and not worry about a not so nice feedback down the road.

We have all made mistakes shipping an item out.

One has to wonder how much time and trouble you went through so far getting nowhere.

[pcmwire]

Package intercept isn't 100% but you could try it although it sounds like you don't want to due to the cost. Also, there might be a problem technically with the eIS if you intercept a package and that could get complicated with the eIS computer system as they process the package for export. Not too sure how easy it is to send a second or replacement item through the eIS.

Your best bet is probably to contact the buyer and explain things and ship the correct item yourself, even if it will be a hassle to fill out the forms. Obviously the buyer can keep the incorrect item sent, as it sounds like it's not worth the hassle of paying for return shipping.

But, if package intercept isn't "cost effective" then it sounds like you also don't want the expense and hassle of actually shipping the correct item yourself either.

If so, you should just take the "slings" so to speak as they come and do nothing and you may or may not end up with a negative feedback (although with the eIS not too sure how feedback is treated). Even if the buyer returns the item, it ends up with the eIS and you don't get charged for it.

[simba6]

If it's not worth the cost of an intercept, just refund the buyer. Be sure to explain and let them buy it again.

[wastingtime101 · Accepted solution]

Hi @gonejunkintx . As others have said, your best option is to file a package intercept with USPS which is in the $20-ish range, plus you'd lose the original shipping cost. If and only if the intercept is successful, then you can ship a new package.

If that's not cost effective for the item, then your next best option is to refund the buyer in full and write off the loss. You will need to process an order cancellation. If you simply "send refund" without a cancellation or claim attached, it can mess up the buyer getting their full payment back. I've heard from buyers where part of the international fees were withheld because the seller used "send refund."

Do not send another package with the correct item unless the intercept is successful. If you send 2 packages using the same address with the same evtn code, eIS may have trouble processing it and may liquidate it the second package if/when the first package gets there sooner. What you can do is relist the item and have the buyer place a new order. That will give you a fresh order with a fresh evtn reference number in the address.

[wastingtime101]

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@pcmwire wrote:

Your best bet is probably to contact the buyer and explain things and ship the correct item yourself, even if it will be a hassle to fill out the forms. Obviously the buyer can keep the incorrect item sent, as it sounds like it's not worth the hassle of paying for return shipping.

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That's definitely an option if you have a reasonable and honest buyer on the other end, and preferably a situation where there isn't a huge language barrier because communication is key.

If the seller goes ahead and ships the correct item direct, the problem is the buyer can still file a claim on the eBay transaction for wrong item sent and get a refund. Then the buyer gets to keep the new package that was shipped outside of eBay's system. Kinda risky.

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@pcmwire wrote:

If so, you should just take the "slings" so to speak as they come and do nothing and you may or may not end up with a negative feedback (although with the eIS not too sure how feedback is treated). Even if the buyer returns the item, it ends up with the eIS and you don't get charged for it.

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The problem with that is the seller is abusing eIS seller protections and they could lose access to the program entirely.

[pcmbuy]

I was under the impression that if you refund an eIS order the buyer will not get the refund for international fees paid to the eIS. Has that changed? Does it depend on if the order has been processed through the eIS when the order is refunded?

[gonejunkintx]

Thanks for the info.  The package intercept simply isn't worth the cost since the item itself is not of great enough value.  I don't mind the hassle to keep my customers happy, I'm just trying to understand what the options are and the proper processes.  

[gonejunkintx]

" If you send 2 packages using the same address with the same evtn code, eIS may have trouble processing it and may liquidate it the second package if/when the first package gets there sooner."

Thank you for this information about sending the two packages.  I would not have thought of that and that was my backup plan.  I will go ahead and start the cancellation on the order.  Thanks again for your insight.

[krazzykats]

I would send the correct item to my customer, even if it costs me.  It isn't the buyer's fault you sent the wrong item, but you will cancel the order like it was???????