Missed out clothes from a bundle sold on ebay

[feemcgee]

I'm fairly new to selling on ebay, can anyone advise me about what to do? A buyer has contacted me to say that one item is missing from the clothes bundle I sold. I could easily have mixed it up with another bundle of clothes I was packaging to sell at the same time. I didn't detail all of the clothes, but there was a photo with this item included. I really don't want to upset anyone, but am not sure what the rules are here. If I've sent it in the wrong bundle, what do I do?

I would offer a partial refund and she keeps the rest or a full refund if she returns everything and you’ll have to suck up her return postage costs as well.

You could ask the other buyer if they have it and ask them to post it on and pay postage? Or offer a part refund.

I'd just work out how much the bundle was divided by number of items and refund that amount- so £5 for ten items, refund 50p. These things happen.

She'll probably say that she only bought the bundle for that one item though. Have you checked the washing basket/cupboard/behind the sofa etc for whereabouts it could have got to after taking the photo?

Ask her if she would like to return everything for a full refund first. If she asks for a ridiculous amount for a partial refund then you will know she is trying it on.

Have you looked at the feedback she has left for others, and checked the positives left by sellers for any false positives? This can tell you a lot.

Also contact the other buyer and ask if you included the item.

Then work out what to do once you have all the info.

She's probably lying. It's a common trick to get money off.

Thanks everyone! She seems really nice on her emails, I'm being friendly and apologetic. She's agreed to a partial refund. I'm really grateful for all of the suggestions, Mumsnet is fab! Have a good week x