How to correct this half.com shipping error without getting screwed?
January 2, 2011 9:33 AM Subscribe
I was selling off old textbooks on Half.com and mistakenly sent a book that was about twice the selling value. How should I proceed?
I had listed a textbook and solution manual separately on Half.com. The solution manual sold first, but I shipped the textbook instead (the titles in the shipping notification were the same). I'd like to get the buyer's item to them as quickly as possible, but I'd also like to recover the textbook with a minimum of risk. I was thinking of issuing a shipping refund to them and asking them to ship back the unopened package w/ tracking information, so that I can then safely ship the solution manual using some expedited service. I then realized this may come off as shady since I'd basically be asking them to ship back the item without either a full refund or a real item in hand. I'm somewhat wary of just shipping the solution manual since I basically have no recourse if the buyer doesn't ship the item back -- they have a new account and I can't leave negative feedback as a seller anyway. Does the hive mind have any ideas?
I had listed a textbook and solution manual separately on Half.com. The solution manual sold first, but I shipped the textbook instead (the titles in the shipping notification were the same). I'd like to get the buyer's item to them as quickly as possible, but I'd also like to recover the textbook with a minimum of risk. I was thinking of issuing a shipping refund to them and asking them to ship back the unopened package w/ tracking information, so that I can then safely ship the solution manual using some expedited service. I then realized this may come off as shady since I'd basically be asking them to ship back the item without either a full refund or a real item in hand. I'm somewhat wary of just shipping the solution manual since I basically have no recourse if the buyer doesn't ship the item back -- they have a new account and I can't leave negative feedback as a seller anyway. Does the hive mind have any ideas?
Since it was your mistake it should be you that takes the risk. It doesn't seem fair to ask the buyer to enter into a sketchy situation like the one you describe because you made a mistake. I'd suggest sending a prepaid, pre-addressed shipping package for the textbook along with the solution manual, so that the only thing they have to do is put the book in the box and drop it in a mailbox. Good luck.
posted by Rock Steady at 9:41 AM on January 2, 2011 [13 favorites]
posted by Rock Steady at 9:41 AM on January 2, 2011 [13 favorites]
To clarify further:
Legally, unsolicited merchandise is considered a gift. This is to prevent scams where someone ships you something you didn't ask for and then requires you to pay for it.
Also, as far as half.com is concerned, they just care whether you shipped what the buyer paid for or not -- the fact that you shipped something else doesn't get you any breaks on that.
The buyer can keep the textbook and would be nothing you can do about it, and you still owe them what they paid for or a refund. They will probably be helpful, but you are the only one with obligations to fulfill here.
posted by winston at 9:54 AM on January 2, 2011 [4 favorites]
Legally, unsolicited merchandise is considered a gift. This is to prevent scams where someone ships you something you didn't ask for and then requires you to pay for it.
Also, as far as half.com is concerned, they just care whether you shipped what the buyer paid for or not -- the fact that you shipped something else doesn't get you any breaks on that.
The buyer can keep the textbook and would be nothing you can do about it, and you still owe them what they paid for or a refund. They will probably be helpful, but you are the only one with obligations to fulfill here.
posted by winston at 9:54 AM on January 2, 2011 [4 favorites]
This happened to me from a professional company.
They shipped me something worth LESS than what I ordered, would not pay for return shipping, never sent me what I ordered and offered me a "refund" on the items I never wanted and which were worth less ($8 when I had paid $11, thus expecting me to pay another $3 to get what I had actually ordered). I never went after them -- FOCALPRICE.COM - DO NOT USE THIS WEBSITE EVER - because they are in China and it was a small amount of money.
But I think there is no problem sending the buyer a stamped, self-addressed envelope along with an explanation and asking for the textbook back before you send the solution manual. Do not send the solution manual to them before they send back the textbook. You might be out the difference between the two prices, but that's better than being out the price of the whole textbook if they refuse to send it back.
posted by jb at 10:31 AM on January 2, 2011 [1 favorite]
They shipped me something worth LESS than what I ordered, would not pay for return shipping, never sent me what I ordered and offered me a "refund" on the items I never wanted and which were worth less ($8 when I had paid $11, thus expecting me to pay another $3 to get what I had actually ordered). I never went after them -- FOCALPRICE.COM - DO NOT USE THIS WEBSITE EVER - because they are in China and it was a small amount of money.
But I think there is no problem sending the buyer a stamped, self-addressed envelope along with an explanation and asking for the textbook back before you send the solution manual. Do not send the solution manual to them before they send back the textbook. You might be out the difference between the two prices, but that's better than being out the price of the whole textbook if they refuse to send it back.
posted by jb at 10:31 AM on January 2, 2011 [1 favorite]
I strongly disagree with JB. You sold this person a solution manual and it's your obligation to send it to them. It stinks that you might end up eating the cost of of the mistake but it was *your* mistake and it isn't fair to delay shipment or add additional conditions to the buyer.
If I'd ordered something online and after I'd paid, the seller tried to make me jump through a bunch of hoops while holding my order hostage I wouldn't stop at negative feedback - I'd try to get their account disabled.
posted by Hermes32 at 10:49 AM on January 2, 2011 [7 favorites]
If I'd ordered something online and after I'd paid, the seller tried to make me jump through a bunch of hoops while holding my order hostage I wouldn't stop at negative feedback - I'd try to get their account disabled.
posted by Hermes32 at 10:49 AM on January 2, 2011 [7 favorites]
I'd like to get the buyer's item to them as quickly as possible, but I'd also like to recover the textbook with a minimum of risk.
You messed up, you bear the risk. If I were your customer and you asked me to send back the item you sent me mistakenly and then wait for you to send the correct item, I would be very annoyed. Explain the situation to the buyer and offer to send the correct item as soon as possible (and via a quick method) or provide an immediate refund with extra to cover the cost of shipping the textbook back. If they still want the item, send it with your apologies for the delay and with a note with a prepaid envelope asking them to please send the textbook back.
The buyer is not out to rip you off and there is no reason to treat them as though they are.
posted by ssg at 10:52 AM on January 2, 2011 [1 favorite]
You messed up, you bear the risk. If I were your customer and you asked me to send back the item you sent me mistakenly and then wait for you to send the correct item, I would be very annoyed. Explain the situation to the buyer and offer to send the correct item as soon as possible (and via a quick method) or provide an immediate refund with extra to cover the cost of shipping the textbook back. If they still want the item, send it with your apologies for the delay and with a note with a prepaid envelope asking them to please send the textbook back.
The buyer is not out to rip you off and there is no reason to treat them as though they are.
posted by ssg at 10:52 AM on January 2, 2011 [1 favorite]
Speaking as a purchaser of textbooks online--I buy textbooks when I need them, shortly before the class begins or even shortly after the class begins if it's one I'm not sure I'll stay in. If I purchased a textbook online and the wrong book arrived, I'd expect the seller to overnight the correct book and a prepaid shipping label for the first book. I don't purchase textbooks with the intent of... stealing other textbooks? I wouldn't mind doing the extra work (and it is extra work) of shipping the wrong book back as long as the seller took responsibility for the situation: sending me the book I paid for and making it as easy for me to return the book he sent by mistake.
I'd be seriously wary of continuing to communicate with someone who turned hostile toward me as a result of his own mistake--I'd be much more likely to contest the credit card charge for the original book (citing the fact that the seller never sent the book) and sell or give away the mistakenly sent book.
posted by Meg_Murry at 11:07 AM on January 2, 2011 [2 favorites]
I'd be seriously wary of continuing to communicate with someone who turned hostile toward me as a result of his own mistake--I'd be much more likely to contest the credit card charge for the original book (citing the fact that the seller never sent the book) and sell or give away the mistakenly sent book.
posted by Meg_Murry at 11:07 AM on January 2, 2011 [2 favorites]
Response by poster: If I'd ordered something online and after I'd paid, the seller tried to make me jump through a bunch of hoops while holding my order hostage I wouldn't stop at negative feedback - I'd try to get their account disabled.
I ask because if a buyer receives an incorrect item, Half.com dispute resolution usually tells them to ship it back and then have the seller ship the correct item. I was just trying to get this over a little quicker and with less fuss. In any case, I e-mailed the buyer and he said he'd just keep the item to use and sell to save us the shipping back and forth game.
posted by ayerarcturus at 11:10 AM on January 2, 2011
I ask because if a buyer receives an incorrect item, Half.com dispute resolution usually tells them to ship it back and then have the seller ship the correct item. I was just trying to get this over a little quicker and with less fuss. In any case, I e-mailed the buyer and he said he'd just keep the item to use and sell to save us the shipping back and forth game.
posted by ayerarcturus at 11:10 AM on January 2, 2011
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You currently owe the buyer the item they paid for. The two things you can do about this are: ship it or cancel the transaction.
With regards to fixing your mistake, you inform the buyer of the error and ask them to return the item. They are not obligated to help you but almost anybody would. Assume that the buyer is a good helpful nice person until such time as they unmistakably prove themselves otherwise (which will likely not happen).
posted by winston at 9:41 AM on January 2, 2011 [1 favorite]