Yep, we have all been there. Every online seller, at some point, deals with not being able to locate something they sold. Here’s how to deal with the situation:

First, there’s ways to help prevent this issue, but I know that preventative measures aren’t the help you need right this second, so let’s discuss “missing inventory drama” so you can deal with this specific order then we will discuss how to curve these issues in the future.

Honesty is (almost) always the best policy! Let your buyer know within 24 hours that you are having problems locating the item due to an incorrect shelf location. You can then ask the buyer if they would mind waiting an additional 48 hours for you to scour your stock OR if they would rather cancel the order. 99% of people will prefer you look for it and will even thank you for taking the time to update them AND spend the time searching. The reason for this is because competitors who can’t find an item will never take the time to contact the buyer, instead they will just click the “REFUND” and “CANCEL” buttons, which leaves the buyer in a state of confusion and frustration!

So, let’s say the buyer agreed to let you look more; GREAT! This means the buyer realllllly wants the item you have! You can then (hopefully) locate the M.I.A item. USUALLY the merchandise will turn up…UNLESS:

- It was shipped to the wrong buyer

- Accidentally listed twice, but only had 1

- You miscalculated the amount you have in stock (for example, if you have a quantity of 63 and you accidentally listed it at 64; this would explain why 1 is missing!)

- It fell behind something (or under, beside, etc).

- It broke / leaked / expired and you forgot to deduct it from inventory

- Something went wrong with the last order for this item so you shipped an additional to replace the purchase and forgot to remove it from your inventory

- Total glitch in the system. THIS DOES HAPPEN! We had this insane day back in 2010-or-so when suddenly ALL of our sold-out items showed as “Available” on our site. This led to people buying merchandise we hadn’t had in stock for 5+ YEARS!!

- Double Buying: This is another form of glitch where the internet / marketplace / website has two different orders that are so close together (often in the same literal minute) that both are somehow pushed through.

= And other issues.

So, if you absolutely cannot find the item the buyer purchased, even after they were kind enough to give you a grace period to locate it, your options are few however you can still try to turn their frown upside down! If you have a similar item you can offer it as an even exchange, even if the similar item is a little more expensive. If you don’t have a similar item you can offer a kind-of-similar-item plus a freebie that is enticing.

Alternatively, depending where you sell you could offer a Store Credit in addition to a bonus credit. For example, if they purchased an item for $100 you could offer a $105 or $110 store credit.

And if the buyer doesn’t want any substitution, doesn't want a credit and isn’t willing to swap for anything, hey, at least you tried!  Issue the refund but be sure to make a note and hang it where you can see it that tells you what item you need to be on the lookout for.  The note is a big deal because if you discover even more missing merchandise there is either a serious problem with your inventory system or someone / something is taking it!  We have heard stories from buyers about their pet cats stealing inventory and hiding it!  Next read: How to Set Up an Inventory System  (EASY, CHEAP + EFFECTIVE!).  How to Set Up an Inventory System is a 4-part series that will guide you through simple steps that will greatly improve your business!