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
Contact the buyer via PangoBooks messenger right away
Let them know what happened and that you're working to fix it. Being transparent helps maintain trust.Reach out to PangoBooks Support
Contact us at Support, where we can assist with the next steps. Please provide us with the affected order number(s) and any important information about the order.
If only one buyer has been affected and you still have the correct book, we can issue a new shipping label for you to send it out, also providing the buyer with a return label if requested.
If multiple buyers are affected, the Support team will need to review all involved orders to assess the best next step. Oftentimes, our team can provide refunds and returns for affected orders.
Communicate clearly with the buyer
Let them know when you resent the correct book (including tracking), or when the refund is processed.
Confirm that the issue is resolved and ensure 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!