Identical names, 2 accounts, only paid for one item... What do I do?

[RepentAtLeisure]

I listed about 20 computer games last weekend and sold them all. Two were bought by two users with very similar names, too similar to be different people - e.g percivalpolly2 and percivalpolly.42.

I didn't know how to send a combined invoice when two accounts were involved, so I removed postage from one order and sent a new invoice explaining this. The invoice for the game with the postage has now been paid, but it's been a week and nothing has been done about the other. I messaged them to let them know I was waiting for the other game to be paid for before sending them together, but they haven't replied.

I feel like sending the game they paid for and cancelling the other. Would that be okay?

[bobgoblin23]

Yes, that's what I would do. 2 accounts, 2 separate transactions. I wouldn't have offered to combine postage as you don't see the address until after payment received. I would agree to refund postage afterwards though.

[verystressedmum]

Just send the game that has been paid for. You don't know it's for the same person as although the names are similar they are actually different. But you won't know if it's for the same address until it's been paid for, so regardless of who has bought them, you should send the paid for game asap.

[Lweji]

Well, is it the same or not? Are you guessing or did they tell you to combine the two orders?

[RepentAtLeisure]

It's the same person, I can see the address under 'order details' on both.

I suppose I'll cancel the order with the free postage then, it's a bit odd.

[19lottie82]

Just send the one that's been paid for and open an unpaid item case for the other one. This will be quicker than a cancellation request if they don't respond.