Online selling
Correct an error in an item listing
Preserve a copy of the incorrect listing, then correct or pause it promptly once you verify the error. Tell affected buyers what changed and which confirmed options apply to their orders. Check the shop policy alongside applicable marketplace rules and other requirements before describing those options.
A text to start with
The listing for [item] said [incorrect detail]; the verified fact is [correction]. Affected orders are [references and dates]. The listing's current status is [corrected / paused / action pending]. Confirmed options and requirements from our policy, marketplace rules and other applicable instructions are [text and sources]. Draft a direct correction message using those details. Flag unresolved remedies for confirmation rather than assuming the shop policy is the complete answer.
Example request. Change the details to fit your situation.Listing correction record
Item and listing location: [ ] Incorrect detail and saved prior version: [ ] Verified correction and evidence: [ ] Listing corrected or paused on: [ ] Affected orders and dates: [ ] Shop policy relevant to this error: [ ] Applicable marketplace requirements: [ ] Other confirmed requirements: [ ] Source and date checked for each: [ ] Confirmed options for this order: [ ] Unresolved option or requirement: [ ] Buyer notified on: [ ] Other channels corrected: [ ] Buyer's response and next step: [ ]
Hidden changes and invented remedies
Check that the buyer can identify both the incorrect detail and the verified fact. Compare proposed remedies with all the supplied requirements, including applicable marketplace rules. Do not remove an option merely because it is absent from the shop's own policy, or promise an unconfirmed outcome. Identify the affected order and any response the buyer needs to make. Avoid blaming the buyer for misreading, and state the listing's actual correction status accurately.
Ask another agent to check the result
Check that the message states the error and correction plainly. Compare remedies with every supplied requirement, including marketplace rules and the shop policy, and flag conflicts or unanswered questions. Identify promises without confirmation and any correction-status claim that differs from the actual listing status. Do not decide an unresolved buyer entitlement.
Fix the listing and record the change
Confirm the corrected fact, preserve the prior wording and correct or pause affected listings. Review recent orders that relied on the same detail. Notify those buyers through the appropriate channel with the correction and confirmed options. Keep the dated change, messages and replies with the order information, and resolve any remaining remedy question before stating it as settled.