topic Re: Customer returned wrong product in Selling

Customer returned wrong product

bella_wedding_accessories — Wed, 25 Mar 2015 06:53:24 GMT

I have had a customer ask to return items due to not being the color they wanted. I have just received the items and one of the items is not even mine. I have never stocked this particular style, so I think they are just trying to pull a swifty on me. How do I proceed without them giving me a bad rating?

Re: Customer returned wrong product

dotm2004 — Wed, 25 Mar 2015 07:07:40 GMT

Have you contacted them ? I think you should give them the benefit of the doubt, just in case. Don't get off side with them as this often escalates into something unpleasant and you'll be the one with negative feedback. Try and resolve it first. I don't know what the item is worth, but it's sometimes better to just cut your losses 😞

Hope you have a satisfactory outcome 🙂

Re: Customer returned wrong product

twyngwyn — Wed, 25 Mar 2015 07:08:18 GMT

are the other items yours? Contact the buyer & ask them about the one that's not yours....

Re: Customer returned wrong product

bella_wedding_accessories — Wed, 25 Mar 2015 07:16:20 GMT

Yes, one of the two items is definately mine. I have tried to phone them and left a message for them to call back, but in the meantime was just not sure how to proceed, as I know that one of them is not mine and two people packed the order and know what we sent out. They have not returned them in the box that I sent the order out in, as their item is a different shape and needed a different size box. This is the first time I have had anything like this happen, so was just wondering how everyone else handles situations like this.

Re: Customer returned wrong product

twyngwyn — Wed, 25 Mar 2015 07:19:10 GMT

what are the item numbers for your sale? What is the 'other' item? Can you look it up and ascertain who the real seller is?

Re: Customer returned wrong product

bella_wedding_accessories — Wed, 25 Mar 2015 07:21:12 GMT

Yes, I have tried to call them, and have left a message on their voicemail. But in the meantime I was just wondering what others would do in this situation. As you say, I can imagine it could get unpleasant if I claim what is correct. I was thinking to just cut my losses, but my husband was quite adamant that I should stand my ground. I will see if they call back and say that it is not my item, and see what they say and begrudgingly give a credit to keep the peace if I have to. Thanks for your feedback, I really appreciate it.

🙂

Re: Customer returned wrong product

twyngwyn — Wed, 25 Mar 2015 07:22:46 GMT

I would be tempted to sit tight until you hear from them....

Re: Customer returned wrong product

bella_wedding_accessories — Wed, 25 Mar 2015 07:31:14 GMT

I have looked at their feedback received and they have purchased for another wedding supplier and it just happens that they stock this flower girl basket that they have returned to me. Is there anyway I can contact Ebay and ask them what item they purchased from this other supplier due to what has happened?

Re: Customer returned wrong product

twyngwyn — Wed, 25 Mar 2015 08:03:56 GMT

I don't think so....but try phoning them...check whether it's the same buyer in the other seller's 'sold' items and if it is also let the buyer know that it is from.........supplier

Re: Customer returned wrong product

bella_wedding_accessories — Wed, 25 Mar 2015 08:10:09 GMT

Customer just called back and when I was adamant that the basket was not ours, and she clarified which basket was ours, she admitted she has sent it to the wrong supplier. I asked if she wanted me to return the basket back to her again and she said yes, so I said I was going to deduct the return postage from her refund of the second product. She did not sound that happy about that, but I didn't think I should have to pay a second lot of postage.

Thank you very much for your suggestions and help.

Re: Customer returned wrong product

bella_wedding_accessories — Wed, 25 Mar 2015 08:19:08 GMT

I have been trying to see where you can look up a seller's "sold" items like you suggested, but cannot seem to see where they are listed. Can you tell me where abouts the sold items show please?

Re: Customer returned wrong product

twyngwyn — Wed, 25 Mar 2015 08:24:44 GMT

🙂 Look at one of the other seller's 'items for sale' then on the left click on 'sold items'....(you need to know your buyer's f/b number).... keep buyer's messages....it just might 'save' you

Re: Customer returned wrong product

designers*n*more — Wed, 25 Mar 2015 08:25:10 GMT

Click on the other seller's I'd. Click on View item For Sale. On the left of screen scroll down and you should see "Completed Listings". This is where the sold/unsold items will be.

Re: Customer returned wrong product

bella_wedding_accessories — Wed, 25 Mar 2015 09:21:08 GMT

Thank you, I have found her purchase, so I will be able to let her know where she needs to return it to 🙂

Thanks for your help

Re: Customer returned wrong product

bella_wedding_accessories — Wed, 25 Mar 2015 09:27:25 GMT

Thanks also cadam2010, your information is also a great help, thanks for taking the time to help me out, much appreciated

Re: Customer returned wrong product

twyngwyn — Wed, 25 Mar 2015 09:29:14 GMT

Buyer's error....make sure you are not 'out of pocket' for her mistake...good luck 🙂

Re: Customer returned wrong product

bella_wedding_accessories — Wed, 25 Mar 2015 13:00:48 GMT

I processed her refund for my item, less the cost of postage to return her other item and sent her a message with the seller's name that she bought it from and she sent back a "thank you and sorry for inconvenience", so sounds not to upset with the whole issue.
Fingers crossed for no negative feedback. Once again thanks for your help 😄