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AIBU?

Etsy type seller sent wrong item

15 replies

totallyliterally · 15/10/2018 11:29

So I purchased a handmade item (not personalised, and not made just for me) for £13 last week, specified a certain colour. It arrived at weekend and it was the wrong colour (there are 2 colour options)

Checked my purchase note and I had chosen correctly and they'd sent wrong one. I emailed them to say. They have replied to say sorry and can I post it back, they'll refund me postage and then they will send out the correct one.

AIBU to think this is a faff, I have to pack it up, go to postoffice, pay for signed for post, wait for them to receive it and then wait for a new one.

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treaclesoda · 15/10/2018 11:31

It's what I would do too if I were them. There are so many buyers who claim to have the wrong item in the hope of being sent a second one.

It sucks when you are honest and just want the mistake corrected, but the seller doesn't want to be out of pocket either.

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HeadsDownThumbsUpEveryone · 15/10/2018 11:34

What do you want them to do instead, let you keep both, come and personally exchange it? I think what they have offered is a very fair solution and I'm not sure what else they could have done differently to resolve the issue. It is hardly a faff to put it back in the packaging it was sent in, seal it with a bit of tape and return it to the post office.

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19lottie82 · 15/10/2018 11:37

AIBU to think this is a faff, I have to pack it up, go to postoffice,
pay for signed for post, wait for them to receive it and then wait for a new one.

Unfortunately, this is how returns work. Not just with ebay, but with most online retailers.

One bit of advice I would offer however, is open a not described case with ebay. It keeps everything by the book in case of a dispute further down the line, and also you will get a pre paid returns label, which offers a tracked service. If you pay the return postage yourself, the seller is under no obligation to refund you.

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SistersOfPercy · 15/10/2018 11:37

I'm an etsy seller.

If I'd received your message I'd ask you firstly for a picture to see whats gone wrong, and then, assuming the picture proves what you're saying, I'd be apologising and sending you the correct item at my cost along with a pre paid envelope to return the wrong one.

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FittonTower · 15/10/2018 11:37

Sounds like they've made an innocent mistake and they're doing their best to sort it out. What else can they do??

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PeasAreGreat · 15/10/2018 11:39

oh no someone made a human error and are trying to resolve it for you.

However will you live

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PeasAreGreat · 15/10/2018 11:39

oh no someone made a human error and are trying to resolve it for you.

However will you live

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AJPTaylor · 15/10/2018 11:41

Buying on line is a faff if it goes wrong.

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totallyliterally · 15/10/2018 12:12

I'm also a small business seller and if I make a mistake I correct it at no cost or hassle to the other person.

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totallyliterally · 15/10/2018 12:12

But yes I'll return it, it's a faff here to go to the post office for me, I appreciate for many it's no hassle as they're passing one all the time.

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HeadsDownThumbsUpEveryone · 15/10/2018 12:15

I correct it at no cost or hassle to the other person.

I am curious as to how the seller would have been able to achieve that without saying you could keep the first item and then sending you a replacement. It is not really fair to expect that to happen as they can resell the one sent to you in error. Even most large companies would expect you to return the item.

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ProfessorMoody · 15/10/2018 12:17

I'd expect a new item immediately and a prepaid postage label/envelope to return the wrong one, especially if it was their error!

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CecilyNeville · 15/10/2018 12:19

I sell handmade items on Etsy at a similar price point. If I make a mistake and send the wrong colour (which I have done a few times over the years), I just send a new item and let the customer keep both. The cost of return postage is a chunk of that, plus the faffing - it's not really worth the time expended on it. They always leave me glowing feedback in these instances! If it were something a lot more expensive, I'd try to get the item back though.

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delilahbucket · 15/10/2018 12:39

Another Etsy seller here. It depends on the value of the item as to whether I would ask for it to be returned. I have sent courier labels to people or arranged collections for bigger items, but this isn't always possible, and often this is still an inconvenience as if a collection isn't possible, the item still has to be taken to a post office.
I think it is unfair to expect to keep the item AND get another. Most Etsy sellers are tiny businesses, and that is the beauty of Etsy. They cannot afford to not get items back. That item may be two hours of work to them.
I appreciate it is a faff, but I am sure you have made plenty of mistakes that have inconvenienced other people in your lifetime. Unless of course, you are perfect. In which case, go ahead and moan about the unreasonableness of it all.

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nikkylou · 15/10/2018 12:52

It's quite common for them to ask you to post back the item, and for a smaller seller like esty, I'd expect they wouldn't have the means to set up a full returns process with couriers etc.
If they sent you a pre-paid envelope and sent out new one, you may keep both as you can't be asked / forget to return it and they'll lose out. Fair enough it's their mistake, but for a small business even little mistakes count.
Returns processes aren't the same for every business, and while your mistake rectification may be hassle free, it depends massively on what you sell. For instance, if you sell custom furniture, it's well worth your time and effort to arrange a courier yourself. You can ensure it get back in good condition and sell it on as second and still make a profit.
If you sell custom hanging plaques though, a courier costing you even a fiver may not be very worthwhile whereas refunding your customer the 2-3 pounds for their postage and if you're feeling generous a small voucher / coupon could be a little more profitable.

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