Customer Service is King (or Queen) on your way to Top Rated Seller! Part 2

Example #2: Items mixed up and sent to two wrong buyers

We have been shipping out a lot of items lately. Our business is up over last year and that means more packages and the potential for more mistakes. Check out this note that came in late on that same Monday evening.

Hello,

I won this plate but was shipped a set of four Pier 1 bowls instead. Please let me know how you want to proceed.

Thanks,
Susan

Yikes was all I could say! How was I going to get this one unraveled? Well, I pulled up Auctane (love it) and saw quite quickly that the Pier 1 bowls and the collector’s plate were processed in our shipping log one right after the other and they were both being sent to ladies named Susan. I think I had solved the mystery and it only took a few minutes. Yay!

To learn more about Auctane you can read my ezine from December 23, 2010 here.

I immediately emailed Susan #1.

Hi Susan,

These bowls definitely go to a different Susan in Massachusetts. We are waiting to see if she received your plate but I am almost certain she will be receiving it as your orders were processed one after the other and both of you have the same first name. So sorry! If you would please ship those bowls to the other Susan and let us know what we owe you for s/h/i and your time I would greatly appreciate it? Thanks for understanding.

Lynn

There was no way the other item had made it to Massachusetts yet so I took a preemptive stance and quickly sent a note to Susan #2.

Dear Susan,

Your Pier one bowls were sent by mistake to a lady named Susan in Kansas. We are hoping that you will be receiving her collector’s plate. If so, could you please ship the plate to Susan and let us know what we owe you for s/h/I and your time? The other Susan is shipping your bowls to you today. I am so sorry about this and thanks for understanding.

Lynn

I received two very nice emails back from both Susans.

Susan #1

The bowls will be on their way to the other Susan tomorrow. I will let you know the cost.

Thanks. Sue

Susan #2

Hi! I got your message. No worries, mistakes happen. Please send me the address of the other “SUSAN” and I will send the plate out to her directly.

Thanks, Sue

I love it when people say “no worries”. It is one of my favorite sayings. Problem averted. Now, on to the next problem on that Monday night .