We understand mistakes happen. If you've shipped the wrong book or failed to include a book in your shipment, here's what to do to correct the situation.
Steps to fix it
1. Contact the buyer through PangoBooks messenger right away
Let them know what happened and that you're working to fix it. Being transparent helps maintain trust.
2. If you forgot a book in the order
You have two options.
Send the buyer a partial refund for the book you left out. Log in at pangobooks.com, open the order from your Sold Books, and look under the Need Help? header for Offer a partial refund. Enter the cost of the missing book and submit. Your buyer has 48 hours to approve or decline, and it approves automatically if they don't respond. Keep in mind that a partial refund deducts the cost of the book but doesn't remove it from the order, so the book will still be listed there.
Ship the missing book instead. If you still have it and your buyer would rather have the book than the refund, contact Support with your order number and we can issue a shipping label.
Partial refunds are on the web right now. If you usually sell from the app, log in from any browser.
3. If you sent the wrong book
Reach out to PangoBooks Support. Include the affected order number or numbers and anything important about the order.
If only one buyer is affected and you still have the correct book, we can issue a new shipping label for you to send it out, plus a return label for the buyer if they'd like one.
If multiple buyers are affected, our team will review all the involved orders to work out the best next step. Often that means refunds and returns for the affected orders.
4. Keep the buyer in the loop
Let them know when you resent the correct book, including tracking, or when the refund is processed.
Confirm the issue is resolved and that they're satisfied.
Why this matters
Providing good customer care, especially when things go wrong, builds confidence in your shop. Handling mistakes promptly and politely helps keep your reputation strong!
Related articles