How to handle this sale

[jellybirddesigns]

Morning all.

yesterday a buyer bought 3 items separately and paid for 2 of them. I thought she had finished her purchashing so I sent a message and invoice regarding postage for the third item as I was able to reduce the amount and told her I would combine the items. About an hour later she bought ANOTHER item and paid for it. However, she has still not paid for the first one, which seems odd. Just for clarity, the items she has bought are blue and orange matching cushion covers with the same design.

I thought of sending her a message along the following lines:

Dear.......

Thanks for your recent purchases. I noticed that you bought 4 items, but have paid for 3 of them.

I look forward to sending your items, but would appreciate you finalising payment for the final item as Unpaid Item Disputes are opened automtically on the 4th day. If I don't hear from you by Tuesday morning, I will send the items which have been paid for and if/when you finalise payment for the final item, I will send it out separately.

Thoughts?

[twyngwyn]

I wouldn't....I would message her and ask if she has finished purchasing....if she has, let her know that she might have 'missed one' with a smiley 🙂

[thecatspjs]

Maybe the buyer inadvertently "double" purchased one the covers ?

I would not go the unpaid route so quickly

[clarry100]

We quite frequently get this kind of erroneous purchase of duplicate items.

When this looks to be the case we will always send a message asking if the unpaid one was a mistake.

More often than not we get no response and then let it progress thru the UPI process.

If we do get a repsonse confirming they made an error we explain how to go thru the cancellation process and then issue a cancellation request after the buyer confirms it. This way it all usally ends up OK.

[jellybirddesigns]

In the end, I sent her this:

Hi, just following up on my last message - I just wanted to check if the one orange cushion was purchased in error as the other 3 items have been paid for, but not this one.

If I don't hear from you by Tuesday morning, I'll send the 3 items which have been paid for and initiate a cancellation for the single.

Regards

I decided to go with a cancellation option, rather than a UID as she has purchased and paid for 3 items and it may just be a genuine error. She seems fairly new to Ebay, so in this case it costs me nothing to giver her the benefit of the doubt. I'll also include a note in the pack, just in case she hasn't seen any of the Ebay messages.

[jellybirddesigns]

Just as an update - after sending the above message, the buyer got back to me and confirmed that they only wanted 3 out of the 4 as that is what they had paid for. She doesn't yet realise that she is really obligated to pay for ALL the items she chooses, but I didn't have the heart to put her through a UID. Hopefully she will be a repeat buyer if she feels she has had a good transaction.

Sometimes you have to make a judgement call and take in to consideration a buyers lack of experience (her feedback in this case is only 16).