BIZARRE missing item in pkg NEED ADVISE PLEASE

[magicpixiedust]

Hi there, this is a first for me since selling on ebay for 4 years. A buyer won and paid for 2 items and i shipped both items in 1 package. She received the package and left positive feedback about 3 days ago for 1 item won. I then get an email today stating that she did not receive the other item and is asking if i shipped it separately!
I shipped both together so im stumped as to what happened to the other item won. Did customs open the package and stole 1 item? Is she lying??? or did she accidentally throw it out with the packaging material??? I am asking what would other sellers do in this case please.
I would offer a replacement at my cost but i have no more. I was thinking of offering her a similar item at my cost or sending her a refund for the item missing? ANY SUGGESTIONS
thanks everyone!

[phoebescollectables]

Two possibiities.

1) Depending on how you packed the items is it possible that she missed seeing the second item in the box.

2) Does she have you confused with another seller. This has happened with me on more than one occasion.

[magicpixiedust]

i dont think she has me confused with another seller - i think she accidently threw it out...what do you think i should do here?

[phoebescollectables]

Have you brought up the subject about her accidently throwing it out. If not I would bring it up. If you have what was her reaction.

Depending on the answers to the above quesions, although it is most likely her fault, if the item is not that expensive I would offer her a refund with an explanation of what you think happened and move on.

Don't sweat the small stuff.

[magicpixiedust]

i just emailed her and asked to recheque the packaging, i will wait on her response, and yes, i will refund her the item value...thanks for your input!

[jakeeangel]

Another possibility is that the package broke and the carrier picked up only one item to send on to the customer. I've had that happen before with Canada Post/USPS and Yellow Freight with a shipment of 5000 pieces. Not eBay of course.

With the Yellow Freight shipment, they only picked up 300 of the 5000 pieces. The customer was not happy!

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[overtherainbowdesigns]

I had this same situation occur. When I researched the buyers recent sales I saw that she had bought one identical item from another seller. Turned out that the othe seller's item had arrived and my package was still enroute.

[wsboyd]

I've had Buyers tell me the package was empty !
I told her to hold it to her kitchen fridge;
If it stuck, they were still in the package.
(20 tiny rare earth magnets )
;-)


They were !

[magicpixiedust]

thanks for your comments! I ended up giving the buyer an option of a refund or replacement (similar to item won)...she is choosing replacement