Customer returned wrong product

[bella_wedding_accessories]

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?

[dotm2004]

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 🙂

[twyngwyn]

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

[bella_wedding_accessories]

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.

[twyngwyn]

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?

[bella_wedding_accessories]

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.

🙂

[twyngwyn]

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

[bella_wedding_accessories]

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?

[twyngwyn]

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

[bella_wedding_accessories]

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.