@i.am.vivian wrote:
mjwl2006 wrote: I had a SNAD happen for the first time ever last month, a legitimate one. The buyer contacted me after she received her order to state that she had gotten the wrong version of what she bought. This was my first actual screw-up in 1500+ orders dispatched. I was aghast, but I didn't doubt her, and I apologized profusely. She was based in the USA so I took the dimensions and weight of the box I sent and priced out the cost on USPS ($15.50 USD) and then sent her that link and a refund for $25.00 CAD just to make sure I covered it including the currency conversion. Sure enough, she bought the return postage the next morning while I mailed her the item she should have gotten and everything turned out fine in the end, I made certain of that. Extra free gifts et cetera.
But that was me, the seller, taking ownership of my mistake and facilitating the return to the best of my ability to do so. I even told my buyer to open a Returns case so we could both track the progress via the ebay system but she declined, saying she thought that might get me into trouble. So it was all handled outside of the actual Returns process.
The moral of my story for other sellers is to always look with your eyes to see what you actually have placed in your ready-for-speedy-dispatch-pre-packed-box. I had this item pre-packed and ready to go from the point in time it was listed, but I grabbed the wrong box (duh) and then when I looked inside to confirm the contents, I saw only what I expected to see and not what was really inside.
This is really good. It should be posted somewhere as a "How to do a SNAD return". Have you written a guide? 🙂
Seriously. Some version of this would make a good how-to guide.
I thought about it, thank you. A thread about My Big Fat SNAD. I even considered inviting the buyer to speak to it from her own point-of-view but I worried that would make her feel uncomfortable. I'm still feeling a bit horrified at the fact I so thoroughly messed up an order but in another week or so my emotions may have settled a bit more.
Once I was made aware of my mistake all I could think was how much extra work it was creating for my buyer to fix it, and that just seemed awful, and I only wanted to make it as easy and simple for her as possible. Plus, I was fortunate in that the buyer was calm and understanding about it all, and willing to work with me to fix it. I thanked her profusely for her patience and understanding throughout the process, and kept her informed at each step of the way. I felt compelled to make it up to her.
I made this mistake one of the nights that Paypal Shipping was down and I was all flustered about having to print my label directly through Canada Post's EST so I was not paying the attention that I should have been to checking what was actually inside the box I had pre-packed. But again, there is no one to blame for that but me.
