Buyer says wrong item sent - no record of order ID
Hi folks, relatively new seller here (since May19 approx 300+ orders per month since becoming buy box eligible) looking for some advice on potentially my first negative buyer experience.
I have had a buyer contact me to advise that we have sent them an incorrect variation of an item (party bags) - buyer ordered a mixed bag of 100 but received 100 pink.
Immediately I was a bit suspicious, mainly due to that I have no listing for 100 pink only bags and on the listing that I have my 100 mix for sale, I have no other variations on that listing- variations of colour exist from other buyers - I suspect the buyer has went to order mix but has bought pink instead.
The buyer provided the order number in their second message but I cannot find it under my shipped orders. I have also searched by the encrypted email under my order history but again no results.
I’m fairly confident that the buyer has not bought from me, but I believe based on the messages they have sent they will not understand/accept that as an answer.
I’ve messaged them back to say I don’t believe the order came from me, but if they kick up further fuss what should I be prepared for? Can they raise a complaint against me even though I’ve not got a record of their order?
Thanks
G
7 replies
Seller_2BrPSydGy6oyq
Inform the buyer you have not fulfilled the order number they have supplied and suggest they go to the order page and item, then either contact the correct seller, or open a return request which will be forwarded to the seller they placed the order with.
If they have not ordered from you, then you can’t resolve the issue, likely they have just messaged the first seller from the listing, rather than from their actual order record?
Seller_EJIX7rqDNQJi2
If there is no valid order ID in the message (on the right side), then the communication isn’t connected to an order placed from your store.
The person who contacted you wouldn’t be able to open an A-Z claim, leave you a negative feedback or damage your account in any way.
Most likely, they are confusing you with a different seller offering similar items.
Seller_xDtaDZ1Iek9Fq
may be ask for a pic of packaging and/or dispatch note? that might help to track it down. Also have you search for their name/postcode in orders; that might help to narrow down.
Seller_Ft5HoZXuOiNJg
Thanks for the replies and the advice guys it really put me at ease. Thankfully the buyer came back and had realised the issue and is going to take it up with the correct seller.
Seller_sFEUMUfeW5484
I’ve got one today, long string of messgaes between me and teh buyer, but no order details at all on the right hand side, nothing.
I know she has ordered from me, but the order details are gone with regards to viewing the message stream.
