Sent customer wrong order HELP!

[Former_Member]

Hello,
I recently received a convo from one of my customers stating that she had received the wrong package that was intended for a different customer. I am assuming the other customer received her package as well. It seems that I may have mixed up the shipping labels in the packing process.
This has never happened before and am not sure how to handle the situation.
I contacted both customers and asked them to send the packages back so that I may send them the right order. Did I go about this right?

Thank you!

[MagickPatchworks]

Seems you did the right thing. Accidents happen. The only difficult question is if you are going to pay for the return shipping (both back to you and back to them). Depending on your shipping options and what you sell that can essentially invalidate the sale. there isn't too much of a right answer for that one.

[WaterStreetDesign]

These things happen!! It's ok!
If the items are costly and take time to recreate, I would ask them to send them back and you cover the shipping. And then when you resend the correct item, include an apology note and special little gift! (and of course pay for the shipping) Most people will totally understand!!! There will be added costs for this order, and you may not make a profit, but this is what I would do.
Good luck :-)

[MariasWorkshop]

I am of the same opinion as Kim.

I would add that if the items are not costly, I would let the customer keep them and save them the trouble of shipping them back to you - creates good will and will show great customer service - and then I would send the correct items to each of them and I would absorb the shipping charges.

Sorry this happened to you. Things do happen now and then to everybody. Do not let it trouble you.

Good luck.

[spacefem]

I've done this before. I bought each customer a shipping label from paypal, sent the PDF to them and said "stick this on the envelope and throw it in the mail!" so they wouldn't have to mess with USPS.

[maryfrancessmith]

I've done the same thing, in fact, again yesterday. I just paid for labels through USPS, sent pdf's to customers and they printed and shipped orders off to each other. Simple. I feel like an idiot, but have wonderful, understanding customers, and we all make mistakes.

[Former_Member]

Thank you all for the advice!
I contacted both sellers saying I will pay for the return shipping label and they can just send it out to eahcohter.
Hopefully they will understand!

[BrushStrokeOrnaments]

I've had this happen to me before, also. At Christmas time I send out hundreds of packages...and I, also, mixed up two labels. But even when the one customer alerted me, I didn't know who received the other mistake package. And it wasn't until AFTER Christmas that I found out. Turns out that "Uncle Henry" was to receive a penguin ornament. Since I send my ornaments in a gift box, the customer never checked their purchase prior to giving. So on Christmas day, Uncle receives a cute little ladybug personalized with a girl's name. Everyone got a big laugh, apparently. Both customers were very nice. I just remade ornaments for them and reshipped. I didn't want to bother them with having to send anything back.

[JewelMeShop]

If items are not very expensive, I would send the right order to each customer and let them keep what have already received. I wouldn't wait to receive the items back from buyers. It's not their fault and you will loose more on time and shipping costs.

[Former_Member]

I agree with Maria and Georgia. If items are not costly, let them keep the item. It can cost you more in dollars and stress by having to pay return shipping, then reship to them, not to mention the time and hassle it costs the customer. We ALL make mistakes like these. :) Each shipment is unique depending on your item cost in time and materials, is it personalized, replaceable, etc.