Discussion Forum: Thread 248471

 Author: Starship View Messages Posted By Starship
 Posted: Feb 12, 2019 12:34
 Subject: "Ransom" Orders
 Viewed: 279 times
 Topic: Selling
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Starship (140)

Location:  USA, Illinois
Member Since Contact Type Status
Jun 21, 2016 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Starship Brick
Over the weekend, I inadvertently sent an order to a customer that belonged to
another customer. I am pretty disappointed in myself, it was 100% my fault,
I should have paid closer attention, and I take full responsibility for it.

I emailed the customer who was to receive the package in error, notified them
of the error, told them I was shipping their order yesterday and asked them if
they would return the wrong order to me. I offered to pay for any shipping fees
etc. I got this strange response from the customer saying that she would "try
to remember" and "do her best" to return it. The response was so vague and non-committal
that I really just assumed that the order was gone and she wouldn't return
it. Ok, lesson learned -- no one is obligated to fix my mistake for me.
I didn't think it was harmful to ask for the item to be returned.

I contacted the customer to whom the package should have been sent, told em about
the mix up and they couldn't have been nicer and more understanding. I scrambled
around, replaced their order yesterday, got it shipped out. Problem solved as
far as I was concerned.

Then I get an email from the receiver of the mixed up order accusing me of holding
her package as "ransom". I didn't give her the tracking number yesterday
so I was clearly holding her order back. Usually a tracking number uploads
automatically from Paypal, but because of the error with the shipping I had to
go to the post office and send it the old fashioned way without an automatic
tracking number. If she didn't want to return the wrong other order to me,
fine, but I am still obligated to send her order to her and I told her I was
sending it to her yesterday. It would not have even OCCURRED to me to withhold
her order until I got the other package back. Now she is making all these big
accusations about how I am withholding her order waiting for her to return the
other package.

The fact that I had mailed out her package and since provided a tracking number
hasn't diffused the situation either. There's all these snide comments
about someone who really hasn't been inconvenienced here at all saying I
was holding her money and didn't ship the item, contrasted with complete
and total patience from the party who has.

I am literally about to lose my mind. I don't even know what to do or say
or to this customer. It is pretty clear that she intends to leave negative FB,
but does anyone have experience or suggestion about how to handle this kind of
situation?

Starship
 Author: Adjour View Messages Posted By Adjour
 Posted: Feb 12, 2019 12:40
 Subject: Re: "Ransom" Orders
 Viewed: 78 times
 Topic: Selling
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Adjour (255)

Location:  USA, California
Member Since Contact Type Status
Aug 1, 2016 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: The Chili is a Bit Spicy
My goodness, I'm sorry you are dealing with this.


Honestly, as soon as a person gets snide for no reason, I just make a final statement
and stop responding. These angry types want you to argue with them,


"If there is no audience, there is no show."

something like

"again, I'm sorry this happened, I've mailed your package (tracking number)
I hope you enjoy your parts. Have a great day"

And quit responding.

How much was the order $? May be worth just refunding her to make her go away
as well.
 Author: jennnifer View Messages Posted By jennnifer
 Posted: Feb 12, 2019 12:54
 Subject: Re: "Ransom" Orders
 Viewed: 69 times
 Topic: Selling
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jennnifer (2047)

Location:  USA, Illinois
Member Since Contact Type Status
Sep 8, 2009 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Old Grey Bricks
In Selling, Starship writes:
Usually a tracking number uploads
  automatically from Paypal, but because of the error with the shipping I had to
go to the post office and send it the old fashioned way without an automatic
tracking number.

Starship

I know it won't help you in this situation, but in the future, you can always
create labels on Paypal using their Ship Now page:

https://www.paypal.com/shipnow

https://www.paypal.com/shiplabel/create/

One of those links should work for you especially if you are already logged in
to the website.

Good luck and sorry about your bad situation,
Jen
 Author: dcarmine View Messages Posted By dcarmine
 Posted: Feb 12, 2019 13:10
 Subject: Re: "Ransom" Orders
 Viewed: 74 times
 Topic: Selling
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dcarmine (5460)

Location:  USA, Nebraska
Member Since Contact Type Status
Sep 11, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Nebraska Brick Store
In Selling, Starship writes:
  Over the weekend, I inadvertently sent an order to a customer that belonged to
another customer. I am pretty disappointed in myself, it was 100% my fault,
I should have paid closer attention, and I take full responsibility for it.

I emailed the customer who was to receive the package in error, notified them
of the error, told them I was shipping their order yesterday and asked them if
they would return the wrong order to me. I offered to pay for any shipping fees
etc. I got this strange response from the customer saying that she would "try
to remember" and "do her best" to return it. The response was so vague and non-committal
that I really just assumed that the order was gone and she wouldn't return
it. Ok, lesson learned -- no one is obligated to fix my mistake for me.
I didn't think it was harmful to ask for the item to be returned.

I contacted the customer to whom the package should have been sent, told em about
the mix up and they couldn't have been nicer and more understanding. I scrambled
around, replaced their order yesterday, got it shipped out. Problem solved as
far as I was concerned.

Then I get an email from the receiver of the mixed up order accusing me of holding
her package as "ransom". I didn't give her the tracking number yesterday
so I was clearly holding her order back. Usually a tracking number uploads
automatically from Paypal, but because of the error with the shipping I had to
go to the post office and send it the old fashioned way without an automatic
tracking number. If she didn't want to return the wrong other order to me,
fine, but I am still obligated to send her order to her and I told her I was
sending it to her yesterday. It would not have even OCCURRED to me to withhold
her order until I got the other package back. Now she is making all these big
accusations about how I am withholding her order waiting for her to return the
other package.

The fact that I had mailed out her package and since provided a tracking number
hasn't diffused the situation either. There's all these snide comments
about someone who really hasn't been inconvenienced here at all saying I
was holding her money and didn't ship the item, contrasted with complete
and total patience from the party who has.

I am literally about to lose my mind. I don't even know what to do or say
or to this customer. It is pretty clear that she intends to leave negative FB,
but does anyone have experience or suggestion about how to handle this kind of
situation?

Starship

In all my 16 years selling here, I am ashamed to admit I have done this twice.


The first time was right after the Katrina hurricane and one buyer lived in New
Orleans.
When I was notified by the other buyer that the mix up occurred, I contacted
the No buyer.
He said the package had not arrived. After a couple more days and a claim that
he was the postmaster of a the branch and "would know" if it arrived, It was
clear to me that he wasn't sending it back. In the mean time the other buyer
sent me back their wrong order. The NO buyer then started a PP claim for no
parts received. I then sent him the returned order to get him off my back.
I ended up having to give the other buyer a full refund as I did not have the
parts to remake his order. Needless to say I was so angry at the NO buyer, but
it was my fault and there was nothing more I could do.

The second time I did it both buyers agreed to accept a shipping label to send
the wrong order to the correct buyer. That turned out great and I am very thankful
to both buyers for helping me fix my problem.

So you can never know how a buyer will react to a wrong package. Only hope they
will work with you on getting it sorted out.

Sounds like your mix up isn't quite over yet. The sketchy buyer could still
send the wrong order back? Like me, you just have to do what you can with what
you have. It's crappy if you get a sketchy buyer, but maybe you want to
put that buyer on your stop list.

Good luck, hang in there, don't beat yourself up too bad, it happened to
me too and you'll get past it.

HTH
Donna
 Author: Teup View Messages Posted By Teup
 Posted: Feb 12, 2019 13:13
 Subject: Re: "Ransom" Orders
 Viewed: 78 times
 Topic: Selling
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Teup (3968)

Location:  Netherlands, Utrecht
Member Since Contact Type Status
May 6, 2004 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store Closed Store: The T-workshop
I'm sorry about your experience, that sounds really crazy. I'm really
surprised someone would behave like that. I have sent orders to the wrong customers
in the past and I myself have received wrong orders. I've always worked out
these situations without any problems or even any negativity, and it never occurred
to me someone could respond that way.
Even though it is your mistake (and you must pay for return shipping), it is
still your property that is accidentally put out there. In my opinion, deliberately
keeping such an order could constitute theft. Such an attitude really doesn't
belong on Bricklink and deserves a fat negative feedback on their order, regardless
of it being technically a separate issue. That's my opinion, anyway.

In Selling, Starship writes:
  Over the weekend, I inadvertently sent an order to a customer that belonged to
another customer. I am pretty disappointed in myself, it was 100% my fault,
I should have paid closer attention, and I take full responsibility for it.

I emailed the customer who was to receive the package in error, notified them
of the error, told them I was shipping their order yesterday and asked them if
they would return the wrong order to me. I offered to pay for any shipping fees
etc. I got this strange response from the customer saying that she would "try
to remember" and "do her best" to return it. The response was so vague and non-committal
that I really just assumed that the order was gone and she wouldn't return
it. Ok, lesson learned -- no one is obligated to fix my mistake for me.
I didn't think it was harmful to ask for the item to be returned.

I contacted the customer to whom the package should have been sent, told em about
the mix up and they couldn't have been nicer and more understanding. I scrambled
around, replaced their order yesterday, got it shipped out. Problem solved as
far as I was concerned.

Then I get an email from the receiver of the mixed up order accusing me of holding
her package as "ransom". I didn't give her the tracking number yesterday
so I was clearly holding her order back. Usually a tracking number uploads
automatically from Paypal, but because of the error with the shipping I had to
go to the post office and send it the old fashioned way without an automatic
tracking number. If she didn't want to return the wrong other order to me,
fine, but I am still obligated to send her order to her and I told her I was
sending it to her yesterday. It would not have even OCCURRED to me to withhold
her order until I got the other package back. Now she is making all these big
accusations about how I am withholding her order waiting for her to return the
other package.

The fact that I had mailed out her package and since provided a tracking number
hasn't diffused the situation either. There's all these snide comments
about someone who really hasn't been inconvenienced here at all saying I
was holding her money and didn't ship the item, contrasted with complete
and total patience from the party who has.

I am literally about to lose my mind. I don't even know what to do or say
or to this customer. It is pretty clear that she intends to leave negative FB,
but does anyone have experience or suggestion about how to handle this kind of
situation?

Starship
 Author: Brickwilbo View Messages Posted By Brickwilbo
 Posted: Feb 12, 2019 13:59
 Subject: Re: "Ransom" Orders
 Viewed: 66 times
 Topic: Selling
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Brickwilbo (1440)

Location:  Netherlands, Gelderland
Member Since Contact Type Status Collage
Oct 24, 2007 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
View Collage Pic
Store: Brickwilbo Betuwe Bricks
BrickLink Discussions Moderator (?)
Have you contacted USPS to stop and return the shipment to you?

In Selling, Starship writes:
  Over the weekend, I inadvertently sent an order to a customer that belonged to
another customer. I am pretty disappointed in myself, it was 100% my fault,
I should have paid closer attention, and I take full responsibility for it.

I emailed the customer who was to receive the package in error, notified them
of the error, told them I was shipping their order yesterday and asked them if
they would return the wrong order to me. I offered to pay for any shipping fees
etc. I got this strange response from the customer saying that she would "try
to remember" and "do her best" to return it. The response was so vague and non-committal
that I really just assumed that the order was gone and she wouldn't return
it. Ok, lesson learned -- no one is obligated to fix my mistake for me.
I didn't think it was harmful to ask for the item to be returned.

I contacted the customer to whom the package should have been sent, told em about
the mix up and they couldn't have been nicer and more understanding. I scrambled
around, replaced their order yesterday, got it shipped out. Problem solved as
far as I was concerned.

Then I get an email from the receiver of the mixed up order accusing me of holding
her package as "ransom". I didn't give her the tracking number yesterday
so I was clearly holding her order back. Usually a tracking number uploads
automatically from Paypal, but because of the error with the shipping I had to
go to the post office and send it the old fashioned way without an automatic
tracking number. If she didn't want to return the wrong other order to me,
fine, but I am still obligated to send her order to her and I told her I was
sending it to her yesterday. It would not have even OCCURRED to me to withhold
her order until I got the other package back. Now she is making all these big
accusations about how I am withholding her order waiting for her to return the
other package.

The fact that I had mailed out her package and since provided a tracking number
hasn't diffused the situation either. There's all these snide comments
about someone who really hasn't been inconvenienced here at all saying I
was holding her money and didn't ship the item, contrasted with complete
and total patience from the party who has.

I am literally about to lose my mind. I don't even know what to do or say
or to this customer. It is pretty clear that she intends to leave negative FB,
but does anyone have experience or suggestion about how to handle this kind of
situation?

Starship
 Author: starvoyager View Messages Posted By starvoyager
 Posted: Feb 12, 2019 16:07
 Subject: Re: "Ransom" Orders
 Viewed: 74 times
 Topic: Selling
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starvoyager (31)

Location:  USA, Missouri
Member Since Contact Type Status
Mar 19, 2017 Contact Member Buyer
Buying Privileges - OK
Just curious...

Does BL act as a moderator to protect sellers when disputes like this occur?
Do sellers have the ability to block buyers from purchases?






In Selling, Starship writes:
  Over the weekend, I inadvertently sent an order to a customer that belonged to
another customer. I am pretty disappointed in myself, it was 100% my fault,
I should have paid closer attention, and I take full responsibility for it.

I emailed the customer who was to receive the package in error, notified them
of the error, told them I was shipping their order yesterday and asked them if
they would return the wrong order to me. I offered to pay for any shipping fees
etc. I got this strange response from the customer saying that she would "try
to remember" and "do her best" to return it. The response was so vague and non-committal
that I really just assumed that the order was gone and she wouldn't return
it. Ok, lesson learned -- no one is obligated to fix my mistake for me.
I didn't think it was harmful to ask for the item to be returned.

I contacted the customer to whom the package should have been sent, told em about
the mix up and they couldn't have been nicer and more understanding. I scrambled
around, replaced their order yesterday, got it shipped out. Problem solved as
far as I was concerned.

Then I get an email from the receiver of the mixed up order accusing me of holding
her package as "ransom". I didn't give her the tracking number yesterday
so I was clearly holding her order back. Usually a tracking number uploads
automatically from Paypal, but because of the error with the shipping I had to
go to the post office and send it the old fashioned way without an automatic
tracking number. If she didn't want to return the wrong other order to me,
fine, but I am still obligated to send her order to her and I told her I was
sending it to her yesterday. It would not have even OCCURRED to me to withhold
her order until I got the other package back. Now she is making all these big
accusations about how I am withholding her order waiting for her to return the
other package.

The fact that I had mailed out her package and since provided a tracking number
hasn't diffused the situation either. There's all these snide comments
about someone who really hasn't been inconvenienced here at all saying I
was holding her money and didn't ship the item, contrasted with complete
and total patience from the party who has.

I am literally about to lose my mind. I don't even know what to do or say
or to this customer. It is pretty clear that she intends to leave negative FB,
but does anyone have experience or suggestion about how to handle this kind of
situation?

Starship
 Author: Brickwilbo View Messages Posted By Brickwilbo
 Posted: Feb 12, 2019 16:20
 Subject: Re: "Ransom" Orders
 Viewed: 69 times
 Topic: Selling
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Brickwilbo (1440)

Location:  Netherlands, Gelderland
Member Since Contact Type Status Collage
Oct 24, 2007 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
View Collage Pic
Store: Brickwilbo Betuwe Bricks
BrickLink Discussions Moderator (?)
In Selling, starvoyager writes:
  Just curious...

Does BL act as a moderator to protect sellers when disputes like this occur?

No.

  Do sellers have the ability to block buyers from purchases?

Yes. https://www.bricklink.com/pref_stop.asp

  





In Selling, Starship writes:
  Over the weekend, I inadvertently sent an order to a customer that belonged to
another customer. I am pretty disappointed in myself, it was 100% my fault,
I should have paid closer attention, and I take full responsibility for it.

I emailed the customer who was to receive the package in error, notified them
of the error, told them I was shipping their order yesterday and asked them if
they would return the wrong order to me. I offered to pay for any shipping fees
etc. I got this strange response from the customer saying that she would "try
to remember" and "do her best" to return it. The response was so vague and non-committal
that I really just assumed that the order was gone and she wouldn't return
it. Ok, lesson learned -- no one is obligated to fix my mistake for me.
I didn't think it was harmful to ask for the item to be returned.

I contacted the customer to whom the package should have been sent, told em about
the mix up and they couldn't have been nicer and more understanding. I scrambled
around, replaced their order yesterday, got it shipped out. Problem solved as
far as I was concerned.

Then I get an email from the receiver of the mixed up order accusing me of holding
her package as "ransom". I didn't give her the tracking number yesterday
so I was clearly holding her order back. Usually a tracking number uploads
automatically from Paypal, but because of the error with the shipping I had to
go to the post office and send it the old fashioned way without an automatic
tracking number. If she didn't want to return the wrong other order to me,
fine, but I am still obligated to send her order to her and I told her I was
sending it to her yesterday. It would not have even OCCURRED to me to withhold
her order until I got the other package back. Now she is making all these big
accusations about how I am withholding her order waiting for her to return the
other package.

The fact that I had mailed out her package and since provided a tracking number
hasn't diffused the situation either. There's all these snide comments
about someone who really hasn't been inconvenienced here at all saying I
was holding her money and didn't ship the item, contrasted with complete
and total patience from the party who has.

I am literally about to lose my mind. I don't even know what to do or say
or to this customer. It is pretty clear that she intends to leave negative FB,
but does anyone have experience or suggestion about how to handle this kind of
situation?

Starship
 Author: Teup View Messages Posted By Teup
 Posted: Feb 12, 2019 16:20
 Subject: Re: "Ransom" Orders
 Viewed: 55 times
 Topic: Selling
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Teup (3968)

Location:  Netherlands, Utrecht
Member Since Contact Type Status
May 6, 2004 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store Closed Store: The T-workshop
In Selling, starvoyager writes:
  Just curious...

Does BL act as a moderator to protect sellers when disputes like this occur?

No, they don't. Bricklink only provides the platform, taking part in it is
at own risk.

  Do sellers have the ability to block buyers from purchases?

Yes, sellers can stoplist buyers.

  





In Selling, Starship writes:
  Over the weekend, I inadvertently sent an order to a customer that belonged to
another customer. I am pretty disappointed in myself, it was 100% my fault,
I should have paid closer attention, and I take full responsibility for it.

I emailed the customer who was to receive the package in error, notified them
of the error, told them I was shipping their order yesterday and asked them if
they would return the wrong order to me. I offered to pay for any shipping fees
etc. I got this strange response from the customer saying that she would "try
to remember" and "do her best" to return it. The response was so vague and non-committal
that I really just assumed that the order was gone and she wouldn't return
it. Ok, lesson learned -- no one is obligated to fix my mistake for me.
I didn't think it was harmful to ask for the item to be returned.

I contacted the customer to whom the package should have been sent, told em about
the mix up and they couldn't have been nicer and more understanding. I scrambled
around, replaced their order yesterday, got it shipped out. Problem solved as
far as I was concerned.

Then I get an email from the receiver of the mixed up order accusing me of holding
her package as "ransom". I didn't give her the tracking number yesterday
so I was clearly holding her order back. Usually a tracking number uploads
automatically from Paypal, but because of the error with the shipping I had to
go to the post office and send it the old fashioned way without an automatic
tracking number. If she didn't want to return the wrong other order to me,
fine, but I am still obligated to send her order to her and I told her I was
sending it to her yesterday. It would not have even OCCURRED to me to withhold
her order until I got the other package back. Now she is making all these big
accusations about how I am withholding her order waiting for her to return the
other package.

The fact that I had mailed out her package and since provided a tracking number
hasn't diffused the situation either. There's all these snide comments
about someone who really hasn't been inconvenienced here at all saying I
was holding her money and didn't ship the item, contrasted with complete
and total patience from the party who has.

I am literally about to lose my mind. I don't even know what to do or say
or to this customer. It is pretty clear that she intends to leave negative FB,
but does anyone have experience or suggestion about how to handle this kind of
situation?

Starship
 Author: Mistress_Lisa View Messages Posted By Mistress_Lisa
 Posted: Feb 12, 2019 16:26
 Subject: Re: "Ransom" Orders
 Viewed: 86 times
 Topic: Selling
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Mistress_Lisa (3630)

Location:  USA, Washington
Member Since Contact Type Status
Jul 21, 2006 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Brick Dungeon
In Selling, Starship writes:
  Over the weekend, I inadvertently sent an order to a customer that belonged to
another customer. I am pretty disappointed in myself, it was 100% my fault,
I should have paid closer attention, and I take full responsibility for it.

I emailed the customer who was to receive the package in error, notified them
of the error, told them I was shipping their order yesterday and asked them if
they would return the wrong order to me. I offered to pay for any shipping fees
etc. I got this strange response from the customer saying that she would "try
to remember" and "do her best" to return it. The response was so vague and non-committal
that I really just assumed that the order was gone and she wouldn't return
it. Ok, lesson learned -- no one is obligated to fix my mistake for me.
I didn't think it was harmful to ask for the item to be returned.

I contacted the customer to whom the package should have been sent, told em about
the mix up and they couldn't have been nicer and more understanding. I scrambled
around, replaced their order yesterday, got it shipped out. Problem solved as
far as I was concerned.

Then I get an email from the receiver of the mixed up order accusing me of holding
her package as "ransom". I didn't give her the tracking number yesterday
so I was clearly holding her order back. Usually a tracking number uploads
automatically from Paypal, but because of the error with the shipping I had to
go to the post office and send it the old fashioned way without an automatic
tracking number. If she didn't want to return the wrong other order to me,
fine, but I am still obligated to send her order to her and I told her I was
sending it to her yesterday. It would not have even OCCURRED to me to withhold
her order until I got the other package back. Now she is making all these big
accusations about how I am withholding her order waiting for her to return the
other package.

The fact that I had mailed out her package and since provided a tracking number
hasn't diffused the situation either. There's all these snide comments
about someone who really hasn't been inconvenienced here at all saying I
was holding her money and didn't ship the item, contrasted with complete
and total patience from the party who has.

I am literally about to lose my mind. I don't even know what to do or say
or to this customer. It is pretty clear that she intends to leave negative FB,
but does anyone have experience or suggestion about how to handle this kind of
situation?

Starship

I will admit I have done this a few times. However, I NEVER want to inconvenience
my buyers. In one case, I had two orders, and each received the other person's
order. I contacted both of them, let them know what had happened, and did this:
I printed out a pre-paid mailing label from Paypal for each of them, and mailed
the label to them in an envelope so they could then 'forward' the package
to the other person. Yes, it cost me twice the postage, but it was my fault for
the mess up. Then all the buyer had to do when they received the label was to
peel and stick it over the 'wrong' label on the package they received
and send it on. NO STANDING IN THE POST OFFICE LINE. I would not do that to my
buyer! They could drop it in the drive through post office box or leave it for
their carrier or whatever was convenient for them.

In another case it was more like yours: I sent a wrong order to someone but since
the other order hadn't paid yet, I hadn't mailed that one. Then they
paid, and I realized I had already sent their order to the first wrong person.
Contacted everyone, apologizing and letting them know what happened. So I sent
the first person the correct order, again along with a pre-paid label to the
second person, and told them to please forward it to the other person. I emphasize
to them I do not want to inconvenience them, the package can be dropped in the
box or picked up by the carrier or however is best for them.

Thankfully, all my buyers were nice and happy to help me out. I also sent along
some freebies to them and/or a coupon.


I am sorry your buyer is not like mine were. It sounds like you are doing everything
right, but some folks are never happy.

Lisa
 Author: yorbrick View Messages Posted By yorbrick
 Posted: Feb 13, 2019 04:22
 Subject: Re: "Ransom" Orders
 Viewed: 56 times
 Topic: Selling
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yorbrick (612)

Location:  United Kingdom, England
Member Since Contact Type Status
Apr 11, 2011 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Yorbricks
There isn't much you can do about it if they are not going to return the
incorrect package to you. If they are not going to return it, they are not going
to return it. So might as well put it on their conscience. Just tell them that
as already stated you have posted the correct order to them a few days ago (and
here is the tracking number ...), and if they want to hold on to the incorrect
order as insurance until the correct one arrives then they can do so, then return
it once the correct one is received.

Their position might not change, but at least you make it clear you have acted
honourably.