what to do?

corsa-i-can

hey!
I have just started to sell some stuff that my mum and dad had left from their shop, I posted an item the other day, and received the following reply for item
http://cgi.ebay.co.uk/ws/eBayISAPI.dll?ViewItem&rd=1&item=300007206260

dear jamie i'm really upset why you send tome the mobile with giraffa and not that one with teddy bear that you show in the picture the room of my baby is all decorate with teddy and now i like to know if possible to change i will be gratefully if that can be possible even because i was sure of buy the teddy bears mobile

I would normally post it again, but as the item cost £5 to post and the tiem was only £6.49 my mum and dad would lose out badly. I also stated in bold please state which you want.

What do you think I should Do?

Thanks
Jamie

soolin

That depends on what you sent the buyer. Did you send a teddy mobile as per the picture in which case politely email the buyer and say you believe he is mistaken and he must have got a giraffe one from someone else.

However if you didn't send the exact one in the photo then refund the buyer in full.

Soo

EDIT: Oh I see, you offered a choice and i missed that the first read through of the auction. if I missed it then it is possible that th ebuyer did, so would suggest a full refund. Incidentlly, a choice auction is not allowed on ebay unless you can fulfill all purchases with the exact item they want.

rdwarr

Hi Jamie,
If you sent out an item different to the one pictured in your auction then the buyer must be allowed to have an exchange or refund. The choice you offered in the auction implied that only the tune would be different.
You have to accept that, despite what you say, you are in fact a trader and need to work within both eBay rules (e.g. no "choice auctions") and distance selling regulations. Given the value of the item I'd just send them what they want - you can't afford to pick up another negative feedback. Tell them to keep the giraffe as a gift and they will buy from you again.

EDIT : Posted at the same time as Soolin's reply - Snap! (almost)

~cleo~

I'm sorry i don't think u were clear enough in your auction, buyers are renowned for not reading listings properly and u don't actually say u have the choice of 1,2, or 3 well only the tunes the buyer may not have realised this and even then if u weren't sure u should have emailed the buyer to ask them which one they wanted

i think u let them keep the one they got and send them the one they want or you could offer them a full/partial refund and let them keep the one they got

dmg24

Hi Jamie,

I think you were pretty clear in your auction. You showed three pictures, which were quite clearly of different mobiles, and then stated

You are buying one only... please state which you would like when paying at checkout

.

Did you email the buyer and ask which one they wanted once they had purchased? If not you could look at it two ways, either that you should have emailed them (though you were certainly not obliged to), or that as the buyer didn't state which one they wanted at the correct time (at checkout) then that is their own fault. As for which opinion I personally agree with ... depends on my mood!

hjb123

I would have assumed that the one I was going to receive was the teddy bear one as that was the one pictured..however...when they didnt state which one they wanted did you not think to contact them to ask them?

To be honest I wouldnt refund but thats my personal opinion - I would accept that I had misread the auction and made a mistake!

Hintza

I don't think your auction is that clear to be honest. Best bet is to just send them another one and not bother with the return on the prices.

In future it would be best not to post until you have had a confirmation e-mail detailing which one the buyer wants. These wee mistakes are a real pain but you only ever make them once.

Good luck!

Sugar_Coated_Owl

I don't think that your auction is very clear. It says that you have to choose when you complete checkout but it doesn't say which lullaby goes with which baby mobile

It would probably have been best for you to have emailed the buyer to check which mobile they wanted prior to posting.

If I were you I would ask them to return the item and then send out the bear mobile. Although you would probably have to reimburse them for the postage that they will have to pay to return the item to you.

As someone else said you cannot give choices in a listing.

corsa-i-can

Hi, thanks a lot for your replies, I realise my auction wasnt very clear. Its a shame the buyers a little slow lol
Heres my reply...

Hi thanks for your email.
The auction does say below the 3 different pictures please state which you would like, and you never said which you wanted so you received the giraffe mobile.
However I realise it was a genuine mistake, so if you pack it back up and post it back to me I will post you the teddy bear one out on receiving it.
Hope this helps.
Regards

Just about to send... you think its ok?
Jamie

hjb123

I would of thought that that should be fine - but will they be returning the mobile at their cost?

corsa-i-can

Yes they will pay return postage, I think it is only fair, I will have to pay postage twice and fees which means it would have mode more sense for me to throw this item in the bin than sell it