Category: 🚛 Shipping & Delivery  |  Section: I shipped the wrong item  |  Contact reason: I shipped the wrong item

Summary — read this first

What this article covers: a seller who sent the wrong item — reported by the seller, by the warehouse or through an A.S / D.S order inversion. 22 use cases across 2 guides; each one states the exact conditions it applies to and the steps to follow.

Pick your use case:

1. Seller shipped the wrong item — Authenticated Shipping — If QC report is available — Continue in another article: 🚛 Shipping & Delivery › Shipping & delivery general questions › Seller forgot to send a piece with the item — step “QC report is NOT available yet”
2. Seller shipped the wrong item — Authenticated Shipping — If the warehouse informed us — Same handling as 3. If the item is lost in transit (send-in)
3. Seller shipped the wrong item — Authenticated Shipping — If the item is lost in transit (send-in) — Open a postal litigation on the expected item ref and follow the process below
4. Seller shipped the wrong item — Direct Shipping — B2C — professional seller — Inform the seller that the buyer will have 14 days to ask for a return of the item to him
5. Seller shipped the wrong item — Direct Shipping — C2C — private seller — Inform the seller that we will inform the buyer and they will have 72h from reception to report any issue
6. Wrong item received at the warehouse — The new item is sold (when: Item is found in the seller's listings) — The LOG team will ship the item to the buyer of the NEW REF directly and communicate to CS this new item ref 🎯 Process
7. Wrong item received at the warehouse — Seller confirms they will send the initial item — the seller requests a return (when: The seller requests a return) — Same handling as “Seller confirms they will send the initial item” (sub-case of use case 6)
8. Wrong item received at the warehouse — Seller will NOT send the initial item or do not answer — the seller requests a return (when: The seller requests a return) — Same handling as “Seller will NOT send the initial item or do not answer” (sub-case of use case 6)
9. Wrong item received at the warehouse — If the buyer doesn’t want the item anymore — the seller requests a return (when: The seller requests a return) — Same handling as 17. If the initial buyer doesn't want the item anymore
10. Wrong item received at the warehouse — Seller confirms they will send the initial item — the seller wants VC to keep the item (when: The seller wants VC to keep the item) — Same handling as “Seller confirms they will send the initial item” (sub-case of use case 6)
11. Wrong item received at the warehouse — Seller will NOT send the initial item or do not answer — the seller wants VC to keep the item (when: The seller wants VC to keep the item) — Same handling as “Seller will NOT send the initial item or do not answer” (sub-case of use case 6)
12. Wrong item received at the warehouse — If the buyer doesn’t want the item anymore — the seller wants VC to keep the item (when: The seller wants VC to keep the item) — Same handling as 17. If the initial buyer doesn't want the item anymore
13. Wrong item received at the warehouse — Seller confirms they will send the initial item — seller confirmed they sent the wrong item (when: Seller confirmed they sent the wrong item) — Same handling as “Seller confirms they will send the initial item” (sub-case of use case 6)
14. Wrong item received at the warehouse — Seller will NOT send the initial item or do not answer — seller confirmed they sent the wrong item (when: Seller confirmed they sent the wrong item) — Same handling as “Seller will NOT send the initial item or do not answer” (sub-case of use case 6)
15. Wrong item received at the warehouse — If the buyer doesn’t want the item anymore — seller confirmed they sent the wrong item (when: Seller confirmed they sent the wrong item) — Same handling as 17. If the initial buyer doesn't want the item anymore
16. Wrong item received at the warehouse — Seller did not send the wrong item or did not answer (when: Item is NOT found in the seller's listings) — Check if the item is damaged or not
17. Wrong item received at the warehouse — If the initial buyer doesn't want the item anymore — Cancel the initial order and this will trigger the buyer refund automatically
18. Wrong item received at the warehouse — Issue reported within 72h (when: A.S / D.S order inversion - The warehouse received the direct shipping item) — Same handling as Issue not reported or reported after 72h
19. Wrong item received at the warehouse — The seller is already paid (when: Issue not reported or reported after 72h) — Inform the buyer that the request will be transferred to the dedicated team
20. Wrong item received at the warehouse — When the direct-shipping item ticket reopens (when: The seller has received the return from the buyer) — Confirm the reception of the D.S item with the buyer
21. Wrong item received at the warehouse — The buyer has shipped the item (when: The seller has NOT received the return from the buyer) — Same handling as 19. The seller is already paid
22. Wrong item received at the warehouse — When the 7 days have passed and item not shipped (when: The buyer has NOT shipped the item) — Refund the buyer that was waiting for their A.S item and inform them that they will receive it within 5 business days (24h if Paypal)

Search keywords: order inversion

Seller shipped the wrong item

Context: seller contacts CS because he realized he shipped the wrong item

First steps (all cases)

🎯 Process

1. Set the contact reason to “ I shipped the wrong item ”
2. Check whether the item was sent through authenticated or direct shipping

Authenticated Shipping

Applies to all “Authenticated Shipping” cases:

🎯 Process

1. Please leave an internal note on C360 to inform OPS teams that seller shipped the wrong item Go to C360 > Item info > Internal comment > Update
2. Inform the seller that once received at the warehouse, their item will fail the conformity check, the sale will be cancelled and the item will be returned to his shipping from address If the seller still has the correct item and if he still wants to sell his item, please invite him to create a new listing
3. Solve the ticket

1. If QC report is available

→ Continue in another article: 🚛 Shipping & Delivery › Shipping & delivery general questions › Seller forgot to send a piece with the item — step “QC report is NOT available yet”.

2. If the warehouse informed us

→ Same handling as 3. If the item is lost in transit (send-in).

3. If the item is lost in transit (send-in)

🎯 Process: Please open a postal litigation on the expected item ref and follow the process below

1. Inform the customer that we will handle his case via email. You can send the macro: Transfer from L1 to CS PL team
2. Please create a PL ticket via C360 > item > postal litigation
3. Check the price sold in C360 and assign the ticket to the dedicated team depending on the item value:
4. <1000€ = CS postal litigation team
5. 1000€ - 2000€ = SWAT team
6. >2000€ = L3 team

Direct Shipping

Applies to all “Direct Shipping” cases:

🎯 Process: check whether the seller is C2C or B2B

4. B2C — professional seller

🎯 Process

1. Inform the seller that the buyer will have 14 days to ask for a return of the item to him
2. Please leave an internal note on the ticket stating that seller informed us he shipped the wrong item
3. Create an outbound ticket to inform the buyer that the seller shipped accidentally the wrong item to him. Please apologize to the buyer and explain he has 14 days to report an issue on the app/website. You can use the following macro: CS Inform buyer of wrong item sent by seller
4. Solve the ticket If the seller still has the correct item and if he still wants to sell his item, please invite him to create a new listing

5. C2C — private seller

🎯 Process

1. Inform the seller that we will inform the buyer and they will have 72h from reception to report any issue.
2. Please leave an internal note on the ticket stating that seller informed us they shipped the wrong item
3. Create an outbound ticket to inform the buyer that the seller shipped accidentally the wrong item to him. Please apologize to the buyer and explain they have 72h to report an issue on the app/website. You can use the macro: CS Inform buyer of wrong item sent by seller
4. Solve the ticket If the seller still has the correct item and if he still wants to sell his item, please invite him to create a new listing If the buyer didn’t report an issue within 72h, the seller will be paid and the return of the initial item will no longer be possible

Wrong item received at the warehouse

Context: the warehouse contacts CS because they received a wrong item In this use case, the item will not go at QC and will be blocked at reception by logistics teams

First steps (all cases)

🎯 Process

1. Set the contact reason to “ I shipped the wrong item ”
2. Please check in the communication from the warehouse if the item was found in the catalog (it means that it was not the correct item but the item was listed on the seller’s account)

Common path — conditions and steps shared by several use cases

1 — Item is found in the seller's listings

🎯 Process: please check in the communication from the warehouse whether the new item is sold or not You can also check directly on the NEW REF in C360 > Item info > Purchase & buyer payment > Sold

1.1 — The new item is not sold

LOG team will stock the item under the new ref and will communicate it to us

🎯 Process

1. Please create an outbound ticket to inform the seller that following an order inversion, we did not receive the expected item at the warehouse. Provide them with new item ref (#xxx) that has been put in stock for now. Ask them if they prefer a return or VC to keep the item.
2. Set the ticket status to On-hold

1.1.1 — The seller requests a return

🎯 Process

1. Please make a seller return request Make sure to do it in the NEW REF Go to C360 > Item info > Compliance > Warehouse return to seller/buyer > Seller return
2. Confirm to the seller their new item ref will be shipped to them within the next business day.
3. Please also ask the seller if they will send the initial item or not?
4. Set ticket status to On-hold

1.1.2 — The seller wants VC to keep the item

🎯 Process

1. Please answer to the LOG team directly in the ticket and ask them gently to keep the item in stock
2. Confirm to the seller their item will be stocked at the VC warehouse and sent to a new buyer if they sell the item You can also inform them that they can request a return for their item at anytime
3. Also ask the seller if they will send the initial item or not?
4. Set ticket status to On-hold

2 — Item is NOT found in the seller's listings

🎯 Process

1. Please create an outbound ticket to inform the seller that we did not receive the expected item at the warehouse. Ask them if they sent mistakenly a wrong item associated to the specific shipping label? If possible, provide them with both the item ref and the shipping label
2. Set the ticket status to On-hold

2.1 — Seller confirmed they sent the wrong item

In this case, the ‘Return to seller’ button in C360 might be blocked. As a consequence, the LOG team will manually trigger the return

🎯 Process

1. Please answer to the ticket from the LOG team to ask them a manual seller return
2. Confirm to the seller their item will be shipped to them within 72h.
3. Also ask the seller if they will send the initial item or not?
4. Set ticket status to On-hold

3 — A.S / D.S order inversion - The warehouse received the direct shipping item

In this use case:

• The D.S buyer has mistakenly received the A.S item
• The warehouse received the D.S item → They will mark the D.S item as received in the tracking for visibility (even if they shouldn’t have received it)

🎯 Process: check if the D.S buyer has raised an issue within 72h or not

3.1 — Issue not reported or reported after 72h

🎯 Process: please check if the seller is already paid Go to C360 > Item info > Seller payment

3.1.1 — When the ticket reopens

🎯 Process: please verify if the seller has received the return from the buyer Go to C360 > Histo

6. The new item is sold

Applies when: Item is found in the seller's listings.

The LOG team will ship the item to the buyer of the NEW REF directly and communicate to CS this new item ref

🎯 Process

1. Please create an outbound ticket to inform the seller that following an order inversion, the new item ref (#xxx) has been sent to the corresponding buyer.
2. Also ask the seller if they will send the initial item or not?
3. Set ticket status to On-hold

Sub-cases

7. Seller confirms they will send the initial item — the seller requests a return

Applies when: Item is found in the seller's listings → The new item is not sold → The seller requests a return.

→ Same handling as “Seller confirms they will send the initial item” (sub-case of use case 6).

8. Seller will NOT send the initial item or do not answer — the seller requests a return

Applies when: Item is found in the seller's listings → The new item is not sold → The seller requests a return.

→ Same handling as “Seller will NOT send the initial item or do not answer” (sub-case of use case 6).

9. If the buyer doesn’t want the item anymore — the seller requests a return

Applies when: Item is found in the seller's listings → The new item is not sold → The seller requests a return.

→ Same handling as 17. If the initial buyer doesn't want the item anymore.

10. Seller confirms they will send the initial item — the seller wants VC to keep the item

Applies when: Item is found in the seller's listings → The new item is not sold → The seller wants VC to keep the item.

→ Same handling as “Seller confirms they will send the initial item” (sub-case of use case 6).

11. Seller will NOT send the initial item or do not answer — the seller wants VC to keep the item

Applies when: Item is found in the seller's listings → The new item is not sold → The seller wants VC to keep the item.

→ Same handling as “Seller will NOT send the initial item or do not answer” (sub-case of use case 6).

12. If the buyer doesn’t want the item anymore — the seller wants VC to keep the item

Applies when: Item is found in the seller's listings → The new item is not sold → The seller wants VC to keep the item.

→ Same handling as 17. If the initial buyer doesn't want the item anymore.

13. Seller confirms they will send the initial item — seller confirmed they sent the wrong item

Applies when: Item is NOT found in the seller's listings → Seller confirmed they sent the wrong item.

→ Same handling as “Seller confirms they will send the initial item” (sub-case of use case 6).

14. Seller will NOT send the initial item or do not answer — seller confirmed they sent the wrong item

Applies when: Item is NOT found in the seller's listings → Seller confirmed they sent the wrong item.

→ Same handling as “Seller will NOT send the initial item or do not answer” (sub-case of use case 6).

15. If the buyer doesn’t want the item anymore — seller confirmed they sent the wrong item

Applies when: Item is NOT found in the seller's listings → Seller confirmed they sent the wrong item.

→ Same handling as 17. If the initial buyer doesn't want the item anymore.

16. Seller did not send the wrong item or did not answer

Applies when: Item is NOT found in the seller's listings.

🎯 Process: please check if the item is damaged or not If logistics already shared pictures, please check the pictures, if they didn’t please escalate to logistics asking them to share pictures of the parcel to check whether it is damaged or not

Sub-cases

17. If the initial buyer doesn't want the item anymore

🎯 Process

1. Please cancel the initial order and this will trigger the buyer refund automatically Go to C360 > Item info > Shipping status > Cancel order
2. Inform the initial buyer that we’re happy to confirm the order has been canceled and their refund will be automatically processed They will receive it within 5 business days (24h if Paypal)
3. Solve the other tickets

18. Issue reported within 72h

Applies when: A.S / D.S order inversion - The warehouse received the direct shipping item.

→ Same handling as Issue not reported or reported after 72h.

19. The seller is already paid

Applies when: A.S / D.S order inversion - The warehouse received the direct shipping item → Issue not reported or reported after 72h.

🎯 Process

1. Inform the buyer that the request will be transferred to the dedicated team
2. Please transfer to SWAT team for them to provide the buyer with a manual shipping label
3. Add an internal note in the ticket to explain the context and mention that they can follow the ‘ Seller order inversion A.S / D.S - Buyer to WH shipping label ’ process
4. Submit the ticket as Open

20. When the direct-shipping item ticket reopens

Applies when: A.S / D.S order inversion - The warehouse received the direct shipping item → Issue not reported or reported after 72h → The seller is NOT already paid → When the ticket reopens → The seller has received the return from the buyer.

🎯 Process: please confirm the reception of the D.S item with the buyer

Sub-cases

21. The buyer has shipped the item

Applies when: A.S / D.S order inversion - The warehouse received the direct shipping item → Issue not reported or reported after 72h → The seller is NOT already paid → When the ticket reopens → The seller has NOT received the return from the buyer.

→ Same handling as 19. The seller is already paid.

22. When the 7 days have passed and item not shipped

Applies when: A.S / D.S order inversion - The warehouse received the direct shipping item → Issue not reported or reported after 72h → The seller is NOT already paid → When the ticket reopens → The seller has NOT received the return from the buyer → The buyer has NOT shipped the item.

🎯 Process

1. Please refund the buyer that was waiting for their A.S item and inform them that they will receive it within 5 business days (24h if Paypal) Go to C360 > Order > Refund(s) > Create refund
2. Also, inform the seller of the D.S item that is currently at the warehouse that the buyer has been refunded. Please ask them if they prefer a return or to relist the item and take the action accordingly in C360
3. Solve both tickets