What Should You Do When the Wrong Item Is Shipped to a Customer?

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Discussion Overview

The thread discusses experiences related to receiving the wrong item in customer orders and the subsequent steps taken to resolve the issue. Participants share their personal experiences with handling such situations and the processes involved with the Home Office.

Discussion Character

  • Anecdotal
  • Opinion-based

Main Points Raised

  • One participant, identifying as a consultant, shared their experience of receiving the wrong item, the Woven Round Tray, instead of the ordered 10" Saute Pan, and expressed relief that it was for a customer who would not be upset.
  • Another participant mentioned that in their experience, the Home Office arranges for FedEx to pick up the wrong item and sends out the correct one promptly.
  • Several users confirmed similar experiences regarding the process of returning the incorrect item and receiving the correct one without charge.
  • One participant noted that it is up to the consultant to decide whether to offer a "thanks for your patience" gift to the customer, suggesting options like a cookbook or a discount on the next order.
  • Another participant mentioned that they typically do not offer anything extra, as the Home Office is efficient in resolving such issues within the first 30 days.
  • A participant recounted a conversation with the Home Office where a mix-up regarding the shipped item was clarified, highlighting the individual packaging of certain items for consultants.

Areas of Agreement / Disagreement

Participants generally agree on the process for handling wrong shipments, noting that the Home Office is responsive and efficient. However, opinions differ on whether to offer customers additional gifts as a gesture of goodwill.

Contextual Notes

The discussion reflects personal experiences of consultants dealing with shipping errors and the procedures followed with the Home Office, emphasizing the variability in individual approaches to customer service.

Who May Find This Useful

This thread may be useful for consultants seeking insights into handling shipping errors and understanding the processes involved with the Home Office.

sklay723
sklay723
Gold Member
Messages
855
I had an Open House Jan. 6, placed the order Jan. 8, and it arrived on my doorstep today. Yay for fast turnaround! I just finished sorting everything out for each customer, and came to realize that instead of the Woven Round Tray I was shipped the 10" Saute Pan. That's a pretty big mixup, isn't it? Anyway, I'm lucky because it's for the one person who will not have a complete cow about it (a small cow, but not a complete cow!). Thank goodness it wasn't for one of the two people I had order birthday gifts for people. I already put a call into the Home Office and am waiting for a call back. Does anyone have advice on what will happen now? I'm assuming that HO will want me to ship this back to them, and that they'll ship the correct item out. I would love to hear from anyone else who has had something like this happen...should I offer my customer something as a "thanks for your patience" gift?
 
In my experience they will have FedEx pick up the wrong item and ship out the new item right away.
 
That's been my experience, too.
 
HO will give you a ref# and have fedex pick up the wrong item(at no charge), then once they receive it they will send out the correct item.
 
It's totally up to you to offer your customer something as a "thanks for your patience" gift? Give a season's best cookbook or 10% off next order.
 
I don't usually offer anything extra. Within the first 30 days, they're pretty good about shipping the correct item out quickly, especially if they're picking it up at from the consultant.
 
  • Thread starter
  • #7
Well, I talked to HO...they are having FedEx do a pickup from me tomorrow. They are also processing the correct item and shipping it directly to the customer, to save her the trouble of waiting for me to get it to her once I receive it.
Had to laugh though...when she asked me what item was shipped instead of the correct one, I told her it was the Executive 10" saute pan...then she told me it couldn't be, because they don't have that in a box by itself to send out. Apparently since it's part of a set, she didn't think it was possible. That's when we realized it was a piece that had been boxed individually for Pan-O-Rama, so that consultants could order it as a separate item if they wished. Too bad...I was too new for Pan-O-Rama to help me any, and that would have been a very nice pan to have!!!
 
sklay723 said:
Well, I talked to HO...they are having FedEx do a pickup from me tomorrow. They are also processing the correct item and shipping it directly to the customer, to save her the trouble of waiting for me to get it to her once I receive it.
Had to laugh though...when she asked me what item was shipped instead of the correct one, I told her it was the Executive 10" saute pan...then she told me it couldn't be, because they don't have that in a box by itself to send out. Apparently since it's part of a set, she didn't think it was possible. That's when we realized it was a piece that had been boxed individually for Pan-O-Rama, so that consultants could order it as a separate item if they wished. Too bad...I was too new for Pan-O-Rama to help me any, and that would have been a very nice pan to have!!!
Click to expand...

Wow, what a mix up!!
 

Frequently Asked Questions

What should I do first if the wrong item is shipped to a customer?

The first step is to contact the customer as soon as possible to apologize for the mistake and inform them that you are working on a resolution. Gather all necessary details about the order, including the order number and the item that was incorrectly shipped.

How can I initiate a return for the wrong item?

You should provide the customer with clear instructions on how to return the incorrect item. This may include sending a prepaid return label or guiding them on how to package the item for return. Make sure to communicate any deadlines for the return process.

What if the customer wants to keep the wrong item?

If the customer expresses a desire to keep the wrong item, you can discuss options with them. Depending on your company's policy, you may offer a discount on the incorrect item or allow them to keep it while sending the correct item at no additional charge.

How do I ensure the correct item is shipped promptly?

Once you have confirmed the correct item needed, place the order for the replacement item as quickly as possible. Make sure to prioritize the shipping method to ensure it arrives in a timely manner, and inform the customer of the expected delivery date.

What should I do to prevent this issue in the future?

To minimize the chances of shipping errors in the future, review your order fulfillment process. Ensure that you have a system in place for double-checking orders before they are shipped, and consider implementing training for anyone involved in the order processing to reduce mistakes.

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