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Handling mistakes as a seller
logger7
Posts: 8,951 ✭✭✭✭✭
How do you handle as well as avoid mistakes as a seller? I can't imagine how difficult it is for the big companies to organize all their buying and selling. But what about the run of the mill small sellers online? How do you handle as well as have a system so you don't ship the wrong items? Recently I shipped a PCGS MS62 Morgan dollar by accident with another coin a customer had ordered instead of the MS64 he had ordered. He threatened to leave problem feedback if he didn't see the item shipped out the next day and I obliged. I included a return shipping label for the coin he did not order. He got the MS64 but did not return the other coin he did not order.
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Many people understand that mistakes happen and will work with a seller to reach a fair resolution.
In your case, you did what you could but the buyer took advantage. If something similar were to happen, it would be best to offer the buyer to return the whole order (you pay return shipping), refund then if it arrives, and then send out the correct order after they pay again (this is a longer process but it better protects the seller). Also don’t worry about threats of negative feedback as that is one of the things that can get eBay to remove it since it’s not allowed.
Yes, sellers do have some protection. The buyer should have done a SNAD return and then you could ship the other coin.
Sellers don't want the defects that create a lot of problems with service metrics; buyers can open a lot of cases even with flimsy excuses which also raise defects. People of honor won't keep what's not theirs.
In the rare instance of such a mistake, I usually either let them keep both coins or give them a discount on the coin. One time the guy begged me to either take a set of Susan Bs back or let him pay something. I said "if I don't suffer, how will I ever learn". Lol
Pack and label one item at a time.
Sure it's slower but you can't screw it up.
Trying to correct an error in shipping is a logistics nightmare.
Hopefully you can get an item back from the wrong buyer in the same condition and corrected to the right buyer.
I would BLAST the buyer on every platform that is coin related as a dirt bag.
Mistakes happen no matter how much care and attention you put into double checking and packing and shipping. If it happens let the buyer know that you will send the right product and ask that he send the wrong item back at your expense, and you’ll throw a little something in for the inconvenience (a circulated Walker works great). It sucks but it happens and most people should be reasonable.
Take your time and package one item at a time. Check the slab number agrees with the item putting in pkg. weigh before printing out any shpx label. Double check shpx label agrees with source address.
I do hope it works out for you, somehow. My wife does my inventory organization and she's damn good at it. Only once in over twenty years have I shipped the wrong coin (switched coins with two buyers). Of course wife was out of town with daughter and I just blew it. Instead of shipping back to me both coins and then reshipping I asked buyers to send to each other and they did. Gave a discount in the form of a refund to both. I no longer ship PERIOD. Who is the buyer? Sure would like to know (if it doesn't work out of course)..
bob
I did it once ... mixed up two coins when shipping to two different buyers. I actually realized it a few days later. To make matters even worse, one buyer was active military, and was stationed on an aircraft carrier out at sea. One coin was worth $75, the other $400. I notified each buyer immediately, and both responded within a few days. Both were kind enough to ship the correct coins directly to the other. I of course covered their shipping costs. My faith in humanity was restored!
Dave
I've done it, in a hurry to get things out before the post office closed and 2/3 got mixed up. Let each know promptly and issued labels and coordinated to rectify. One was a dealer so it wasn't a big deal, but I wrote a note to the collector expressing my gratitude for they patience and I'm not sure if thats one where I threw in a complimentary Franklin half or something like that. That collector continues to do business with me, thankfully in my case it wasn't to a rando on ebay.
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Mistakes happen. Just a few weeks ago I accidently sent a buyer a 1867-S half dime in place of an 1867-S dime (I had them both) When the buyer emailed me to tell me I made a mistake, I mailed him the dime the next day without waitng for the return of the half dime. When the return came, I refunded the buyer $25 for the trouble. He was happy.
I try to make amends when it is my fault.
Usually I don't make mistakes of this kind because I write the last four #'s of the listing no. right on the 2x2. Somehow I still made the mistake.
Wouldn’t you be worried about getting sued for libel? You make a mistake, then publicly call the buyer defamatory names sounds like making a bad situation worse.
I pack and label one at a time. You can still make a mistake. You are less likely to send something to the wrong person, but there are dozens of ways for a very human person to make a very human mistake.
I doubt it would result in a lawsuit. But I do think your reputation would suffer as much as the person you would be trashing. Customers don't want a hot head seller and want a level of discretion in the transaction.
Mistakes happen. Once a parcel leaves you it's beyond your control. There are many professional and solid members of society in this hobby, and many others that are less so. When mistakes get made, the worst case scenario is you can write off the loss. I called the customer up a week ago and he said he was disabled and hadn't gotten his mail though he had left positive feedback.
I do as well now. Print a packing slip and shipping label together. I make the title as descriptive as possible, including cert number and anything written on 2x2.
Mistakes occasionally still happen
I never make mistakes. If I did, I’d blame the buyer.
``https://ebay.us/m/KxolR5
I thought that I made a mistake once but I was mistaken.
Worry is the interest you pay on a debt you may not owe.
"Paper money eventually returns to its intrinsic value---zero."----Voltaire
"Everything you say should be true, but not everything true should be said."----Voltaire
I sold a Morgan on the BST. I had two of the same date. One had nice toning on the reverse and the other was white. The buyer bought the white coin which was the cheaper of the two.
I screwed up and sent him the toned coin. A few days later I noticed my mistake. I sent the buyer a pm. He offered to send me a few dollars more which I accepted and all was well.
I was in a hurry to get it to the post office and shipped out.
Now I take my time.
Student of numismatics and collector of Morgan dollars
Successful BST transactions with: Namvet Justindan Mattniss RWW olah_in_MA
Dantheman984 Toyz4geo SurfinxHI greencopper RWW bigjpst bretsan MWallace logger7
I think I relayed this story on here once before. A prominent dealer sent me a coin that I hadn’t ordered. I liked the coin but let him know he shipped it to me by mistake. Turned out it was intended for another buyer with same first name.
Shipped it back to dealer that day with label he emailed me - he was very apologetic. Stuff happens.
"Look up, old boy, and see what you get." -William Bonney.
Take your time, check , and double check.