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Sending the Wrong Item

September 7, 2011 by Webster

I did this last week, and it sucks. Here’s how it went down.

One buyer (Buyer A) notified me that their item was “not as described”.  When I saw the email I made a irritated pshh sound and went to investigate. Then I realized I actually sent the completely wrong item and was like OOOOOOH F*******K!!!  Because that meant that another buyer out there (Buyer B) was about to receive the wrong item as well. A terrible case of label swapping.  How could I let that happen?

Well I did, and it’s only inevitable that I’ll do it again. Here’s what I’m doing about it.

It turns out that Buyer B hadn’t yet paid for his item by the time I realized the swap took place, which meant that I could still send Buyer A his “exactly as described” item along with a return envelope. As soon as Buyer B made payment (which was way late but whatever) I immediately notified him that I had sent his item to the wrong buyer. I gave them the option for a full refund (in case they really needed it before the expected time), and a small discount for the inconvenience if they still wanted the item.  I got an immediate response thanking me for the update in a nice no worries kind of tone. I’m guessing Buyer B will definitely hit me with some positive feedback.

I also made sure to notify Buyer A that if they went ahead and paid the postage to return Buyer B’s item, I’d have the amount credited to their PayPal account as soon as I received it. He also responded with minimal hostility.

BOOM.  Total flip from the dumbass label swapper to the smart and considerate (yet still human) PowerSeller.


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