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Why do some customers think they can keep item sent in error
Hi All,
Happy Christmas!
On the rare occasions we get an order wrong, I always offer a replacement or refund. Yes, mistakes happen, and I’m here to make things right.
My concern is when a customer says they'll keep the incorrect item or doesn't acknowledge the wrong item`s arrival at their home or business. I mean it could be something more expensive than they purchased in the 1st place. Maybe it`s just the customer is not aware of the returns process. It`s 100% nothing wrong with Amazon themselves, as Amazon is clear with the returns policy etc.
Is this a common issue? I strive to be polite and offer a replacement, an official return, or a refund.
Wishing you all the best!
8 replies
Seller_d8YGbIjNqwFxn
Thus doesn't mean to sound harsh however it is your responsibility to get the order right in the first place. Getting an order right avoids having any wrong item issues.
However we all make the occasional mistake and it is not something to beat yourself up over if you get an order wrong .
If a customer gets a wrong item and doesn't respond to any messages there is nothing you can do to force them to return the item. If the item was more expensive than they ordered you just have to accept the loss incurred.
If a customer is happy to return the item that is fine but you will need to pay for the return postage.
Personally I wouldn't replace the item as there is just no means for doing this on Amazon and you could leave yourself open to a claim. Refund them the item and ask them to place the order again is the best advice.
Seller_ZVAz3d5lZuGid
I agree with above reply - NEVER just replace an item, you are opening yourself up to all sorts of problems, and further financial loss. If they really want the item tell them to re-order.
Seller_DfMOm9tgJKAex
I once had a Sony plasma TV arrive at my house which was not ordered
I sought legal advice at the time and was advised if an un ordered item arrives its considered a 'gift in kind', this was on the back of a scam where book seller would just send a book then 21 days later send a bill
so, its your job to get it right, and up to the customer to decide if they return the item or not
Seller_lnQKaZJGTX769
I am having issues with one (usual suspects) told me book was damaged - would not send me pics. Tried to put through to 2 claims. got refund keep book. i send her a message a week to send book back. told me to Foff and go and eat Pork. (says it all)
Seller_S3zKLKCMoDI45
Hi,
Happy Christmas to you too!
It’s great that you’re proactive about resolving issues. The situation you described isn’t uncommon, and some customers may genuinely be unaware of the returns process. When this happens, you could:
1. Politely remind the customer of the return process and provide a prepaid label if possible.
2. Confirm if they’d like to keep the item, and document this decision for clarity.
Transparency and politeness often help resolve such matters smoothly.
Best regards,
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