Running an online store comes with its challenges, and one of the most common issues sellers face is receiving an order for an item that is either out of stock or no longer profitable. In these situations, it’s crucial to find a solution that protects your seller metrics, minimizes financial losses, and keeps buyers satisfied.
If an item is out of stock, the first option is to ask the buyer to cancel the order. You can inform them that the item is no longer available or tell them that you have one left, but it is damaged. Most buyers will agree to cancel, especially if they believe the product is defective, which prevents the cancellation from negatively impacting your seller metrics.
If the buyer does not agree to cancel, another approach is to try finding the item through a different supplier. Websites like eBay, Walmart, or Amazon often have the same products listed, so searching on these platforms can sometimes provide a solution. Reverse sourcing methods, such as searching for the exact product title or using a reverse image search, can also help locate alternative suppliers.
If you cannot find the item anywhere, one possible workaround is to mark the order as shipped using a placeholder tracking number, such as a track taco tracking number. This should only be done as a last resort, and you should make a note of it in your tracking spreadsheet by highlighting the order row in a different color. Here is a tutorial on how to use track taco: https://www.youtube.com/watch?v=gWEcw1gRAa0&t=65s
When the buyer eventually contacts you because the order is marked as delivered but hasn’t arrived, you can issue a refund and use a template message to explain that the package was mistakenly delivered to the wrong address. However, this approach should not be abused, as it can lead to issues with your seller account.
If none of these options are viable, the last course of action is to cancel the order. While cancellations should be avoided when possible, keeping your overall cancellation rate below 5% across all platforms can help maintain your seller account in good standing.
Another method, which can work on platforms like Poshmark and Mercari, is shipping a different but similar item that you already have. This could be returned inventory that you now have for free or an inexpensive item from around your house. Since Mercari and Poshmark generally handle return shipping, if the customer reports receiving the wrong item, you can apologize and explain that you accidentally sent the wrong product. For example, you could say, “I’m so sorry. I carry two items that are very similar, and it looks like I shipped the wrong one by accident. This was completely my fault.” This approach allows the buyer to return the item while showing the platform that you are handling the issue professionally.
However, this method should not be overused, and it is generally not recommended for Facebook Marketplace.
If the issue is not an out-of-stock product but rather a price increase that makes the order unprofitable, the first step is to immediately adjust the price of your listing to prevent further losses. Once the price is updated, you need to decide how to handle the current order. If the loss is significant, you may consider canceling the order, marking it as shipped with a fake tracking number (track taco), or sending a cheaper, similar item. However, if the loss is small, it may be better to absorb it. In the long run, fulfilling more orders improves your store’s performance, boosts seller metrics, and leads to more sales overall.
Determining what qualifies as a "significant" loss depends on your personal risk tolerance. Personally, I am comfortable taking a loss of $20 or less on an occasional order, knowing that future profitable sales will offset it easily. However, if the loss exceeds that amount, I would typically cancel the order, use the fake shipping method cautiously, or send a similar item.
Ultimately, the best course of action depends on the specifics of the situation, your platform’s policies, and your long-term selling strategy.
Every situation is different, and there is no one-size-fits-all solution. The key is to make strategic decisions that balance protecting your seller metrics, maintaining customer satisfaction, and minimizing financial losses. Hopefully, this guide helps you navigate these challenges effectively!
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