Order Sent Twice
Before reading this, I’m not too fussed if I don’t get the item back, I’m more intrigued as to the person’s morals/choice.
Over the weekend I sold something ~£60 value and premium 2 day shipping. Item was duely posted on monday (Parcelforce 48). Sadly it got itself lost at the hub for a day (long story) so in the meantime to save getting a negative feedback I contacted the buyer and told them I’ll send a second item out as it was probably for a birthday present and explained I’ll arrange a collection FOC. The second item was duely sent parcelforce 24 to ensure arrival on time (I also put a letter in this one explaining what had happened and that 2 might arrive incase they didn’t get the amazon message).
Parcelforce found the original item and have now delivered both items today and I’ve had no contact off the buyer at all.
What are we all saying, will the person have morals and contact me given how kind I tried to be, or will I be forced to get angry and write them a nasty letter before action to get the second one back 
Guesses on a postcard!
18 replies
Seller_EJIX7rqDNQJi2
When something like this happens to me and I panic and send a replacement, once the tracking of the “lost” package starts working, I contact the carrier and ask them to return the additional package back to me.
If the carrier is unable to get the item returned, then I don’t bother the buyer for my own mistake. Usually the buyers still somehow manage to return me the extra items. I would definitely never threaten them with any angry letters.
But it’s up to you, if you really want to get the item back then this will be the best option for you.
Seller_IGI0wifpU64da
Sorry, just a figure of speech saying ‘nasty letter’. I would use the softly softly approach.
I’m just hoping morals prevail
*It wasn’t possible to stop the packages apparently, too far into the delivery sequence by the time the second one tracked as out for delivery
Seller_qZO3ZCjoBXEeL
I think in this case that you are in a grey spot. You did the right thing to try and provide great customer service.
In terms of law however you are on shaky ground as you sent them unsolicited goods. It may be illegal to attempt to get them to pay for the second order as they have not contracted you nor even incited you to send them.
I think that the morals of the case and law might differ and drop you into the ‘no good deed goes unpunished’ area.
Seller_ftMMn0UeA4IQP
It might be a priority to you (and it would be me as a seller) but maybe they have stuff going on and will contact you in due course.
You mentioned a birthday, it’s a bit crass to be emailing and faffing online during a celebration. Give them until Monday at least
Seller_nT7psArrIHc2I
This has happened to me a couple of times. You do the right thing and expect the customer to do the same. In my experience not a single customer has sent the duplicate item back even after asking them do so.
It is very disappointing but not suprising in the world we live in today.
Seller_AosJD54bRJJWc
I don’t necessarily agree with panicking like that and sending a replacement without giving the carrier enough time to locate the original. This is online selling and from time to time things like this happen. You cant be panicking just because of the chance of a neg feedback. Plus if you think the buyer is nice enough to return the original then they would probably be nice enough to understand your situation with regards to the original package. I suppose it all depends on whether you think risking £60 (or whatever the cost price of the goods are + extra postage) is worth it for avoiding a possible neg (possible being key too, not guaranteed!).
I understand circumstances and if you are a small seller who doesn’t get any feedback then 1 neg could damage your metrics considerably but if you get a fair amount of orders and feedback then I wouldn’t be so hasty to send a replacement, especially of high value items.
Seller_vCeoAiVdwELod
very confused here, why would you send a second item out?
Firstly if there was a delay as a seller if you got a negative feedback, I don’t think any buyer would blame you if the issue was parcelforce losing the package and you could simply reply to it to that effect. That’s the absolute worse that can happen I suppose.
With the price of posting another one and it getting posted back to you, if you simply offered the customer that discount, they probably would have been much happier with the resolution especially if it was only 1 days delay in delivery. Also parcelforce probably would have to refund you if they’ve missed a promised delivery time.
I think there were many other idea’s and solutions you could have used instead of sending out another package. Plus if the customer keeps the product he’s not going to think “what a good seller”, he’s probably never going to spend any more money with you in the fear you’ll try get your money back, it’s good that you too responsibility, ultimately as sellers we should have the utmost ability to respond to any such issues, hope it works out for you.
Seller_IGI0wifpU64da
Just to add in, it’s not a high value item to us, even by the sending the second one we’re still in profit all be it a lot less. High value for us is £200+
Also I’m not intending on pressuring them yet, I just wanted an open discussion on what people think will happen.
With regards to sending the second one too quickly, I had a late delivery about 2 years ago (not my fault) and I was kindly informed I had ruined their son’s birthday (they well and truely pulled my heart strings). Hence I’m always on the ball with premium orders now by following the tracking every morning. Had it been a standard order I would have waited for them to say it hadn’t arrived.
Seller_6sxtIS0RbZ5k7
I would message them maybe tomorrow or the day after and make it quite friendly so they realise there is a human being that will be out of pocket and not Amazon. Something along the lines of ‘I see that after your initial wait they both arrived at the same time, they’re like buses! I have enclosed a pre-paid label/bag, if you could drop it to the Post Office whenever is convenient for you or, if you’d rather I got it collected, please let me know. I hope the recipient liked it!’
99% of my positive feedback is product reviews (I keep them because, as I design them myself then I figure the product review is a reflection on me.) The only 5* review I have that is regarding my service as a seller was one where the order was screwed up but, by using a friendly approach, we managed to get into a conversation about dogs (the buyer had ordered a Rainbow Bridge card) and what could have been a negative situation was turned into a positive. You can turn this around.
