Customer wants a refund for something they purposely damaged

[jewelsuk]

I have an online jewellery store in London. I sell mostly personalised jewellery. I have one fussy customer who had ordered a personalised name necklace in sterling silver, then already after 2 weeks of placing the order she emailed me asking me when she will receive her order, when it states clearly on my website that personalised items can take up to 6 weeks or more, especially during this crisis time + standard delivery time.

I replied to her and pointed out the waiting time I have already made it clear on the website and our policy. She didn't seem to care. She kept emailing me almost every week after that asking me the same question when she will receive her order. Sometimes even in the middle of the night. I also immediately responded to her emails, no matter when she sent it. She became impatient and wanted the money back. I then told her I can't when the specified time has not running out yet, and also at this moment there may be delays because of the impact of the Covid-19 pandemic, which is something I don't have a control over. But she didn't care. Her chain seemed more important than life & death. She then said, when she receive it she will have it checked if it's real silver or not, and if it's not she wants the money back. She also said that my products are from China and therefore are of bad quality. She hadn't received the item yet, but already assumed it's from China and bad quality.

After exactly 6 weeks her name necklace was ready. I then sent out to her right away for next day delivery. She received it last Friday. Then straight away today this morning, she sent the images of the chain turned black after 24 hours of wearing it. I knew she would find a way to get a refund. I have many customers who have ordered the same chain, but nobody complains so far. So, I don't know what to do in this situation when it's clearly obvious that this customer did something to the necklace to make it look damaged in order to get a refund.

I am a small business which has just started. So I can't afford this to happen, especially when it's not my fault.

I thank you in advance for your help.

 

[alan1302]

Just refund her and move on

In future if a customer starts like that after a few weeks just give their money back - not worth the time.

 

[Darren_Ssc]

I am a small business which has just started. So I can't afford this to happen, especially when it's not my fault.

It's inevitable you'll get problem customers and this won't be the last. Ultimately, there isn't much you can do. It's better to refund her and have done with it because bad reviews and such will just do further damage.

Your time also has a value, you'll learn that as you go on. Also, the people who pay the least are usually the worst kind of people to deal with. I think that applies across every industry?

 

[jewelsuk]

I would love to give her the money back after her first complaint. But it's a personalised name necklace which made specifically for her, and the production had already begun. Who could I sell that necklace to afterwards? It would not be fair for me and other customers either when there's clearly a terms & conditions set out that personalised items cannot be cancelled. But she wanted to cancel it when it's in the process of being made. If it's not personalised item, I will not hesitate to give her a refund.

 

[Darren_Ssc]

I would love to give her the money back after her first complaint. But it's a personalised name necklace which made specifically for her, and the production had already begun.

Stick to your guns then and refuse a refund. Don't get into any further discussion about it, ignore any threats, etc and move on. It may well be that she gives up after a bit but you have to accept she may not.

Best of luck. You'll get over this, believe me.

 

[Stedurham]

Tell her to return if for you to examine, sure you can find out that what’s she’s done to it or if its genuinely faulty, but drag it out as Long as you can cheeky cow

 

[TheBusinessCEO]

I have an online jewellery store in London. I sell mostly personalised jewellery. I have one fussy customer who had ordered a personalised name necklace in sterling silver, then already after 2 weeks of placing the order she emailed me asking me when she will receive her order, when it states clearly on my website that personalised items can take up to 6 weeks or more, especially during this crisis time + standard delivery time.

I replied to her and pointed out the waiting time I have already made it clear on the website and our policy. She didn't seem to care. She kept emailing me almost every week after that asking me the same question when she will receive her order. Sometimes even in the middle of the night. I also immediately responded to her emails, no matter when she sent it. She became impatient and wanted the money back. I then told her I can't when the specified time has not running out yet, and also at this moment there may be delays because of the impact of the Covid-19 pandemic, which is something I don't have a control over. But she didn't care. Her chain seemed more important than life & death. She then said, when she receive it she will have it checked if it's real silver or not, and if it's not she wants the money back. She also said that my products are from China and therefore are of bad quality. She hadn't received the item yet, but already assumed it's from China and bad quality.

After exactly 6 weeks her name necklace was ready. I then sent out to her right away for next day delivery. She received it last Friday. Then straight away today this morning, she sent the images of the chain turned black after 24 hours of wearing it. I knew she would find a way to get a refund. I have many customers who have ordered the same chain, but nobody complains so far. So, I don't know what to do in this situation when it's clearly obvious that this customer did something to the necklace to make it look damaged in order to get a refund.

I am a small business which has just started. So I can't afford this to happen, especially when it's not my fault.

I thank you in advance for your help.

I am so sorry you are going through this. There are some real shitty customers out there and it’s the sole reason I closed my business.

 

[jewelsuk]

Thanks for all your advice. As I said, there are many customers who have bought the same item since I started my business late last year, and I have no complaints so far but her. Some have even followed my company on social media after having bought the exact same necklace. So, if's the chain is of bad quality and will turn black after 24 hours of wearing, I am sure people will not hesitate to complain and write a bad review.

 

[Mr D]

I would love to give her the money back after her first complaint. But it's a personalised name necklace which made specifically for her, and the production had already begun. Who could I sell that necklace to afterwards? It would not be fair for me and other customers either when there's clearly a terms & conditions set out that personalised items cannot be cancelled. But she wanted to cancel it when it's in the process of being made. If it's not personalised item, I will not hesitate to give her a refund.

If its not fit for purpose then she has a right of return.
Yes you pay - the choice is you or her and the law is on her side.

Get the item back. Or get a chargeback which you will lose. Either way you get to pay.

Then never deal with that customer again.

 

[alan1302]

Thanks for all your advice. As I said, there are many customers who have bought the same item since I started my business late last year, and I have no complaints so far but her. Some have even followed my company on social media after having bought the exact same necklace. So, if's the chain is of bad quality and will turn black after 24 hours of wearing, I am sure people will not hesitate to complain and write a bad review.

You need to refund her though if she is saying it is faulty.

 

[jewelsuk]

I understand if it's faulty. I will be more than happy to refund her the money. But the problem is that I can clearly see on the pictures she sent me that the chain is almost black just after 24 hours, as if she did something to it to damage it on purpose which never happened before with other customers who have bought the same chain. I have also written a blog about the quality of my products and sent it out to my email subscribers each time I publish a new blog post. I wrote that blog post on Saturday and sent it out to all my email subscribers and customers. I forgot that her email was still on the list. Then on Sunday, she forwarded my email newsletter back to me about that blog post. Since then, I got a bad feeling that she would get the idea how to return back the chain. As I have figured it out, today she sent me the pictures of how bad quality the item is. So, this is a vicious tactic to try to get the money back no matter what.

 

[alan1302]

Unless you can prove that it was not faulty she can send it back and get a refund

 

[MBE2017]

You need to refund her though if she is saying it is faulty.

No, the OP doesn’t. A replacement or repair is fine.

 

[alan1302]

No, the OP doesn’t. A replacement or repair is fine.

Not if it is within the first month when faulty - they have to give a full refund.

 

[fisicx]

When she returns the item and you have determined the issue you can then consider a refund. Until that point don't give in.

If she starts posting on SM and review sites you respond accordingly.

 

[MBE2017]

My initial advice was wrong. OP needs to inspect the item to see if a repair has been attempted or if the item was not looked after in their care.

 

[alan1302]

My initial advice was wrong. OP needs to inspect the item to see if a repair has been attempted or if the item was not looked after in their care.

Then you would need to prove it as well...the customer will dispute it and expect a refund...much easier to just do that straight away.

 

[thetiger2015]

What costs are involved here?

If we're talking hundreds of pounds then the advice may be different. For small orders, best to refund and move on. Negative customers will drag you down in to their negative little world and you'll never get out of it.

The customer thinks they're right and you're wrong. I'd just write it off, considering you're just starting out and everyone else has been happy so far.

Also, tighten up any returns procedure. Items must be returned and inspected before any refund is entertained.

Resist the temptation to reply to customers out of hours. 9am to 5pm, like most businesses. It's jewellery, so any complaints can wait.

 

[MBE2017]

Then you would need to prove it as well...the customer will dispute it and expect a refund...much easier to just do that straight away.

That’s down to the OP, it’s their company.

 

[jewelsuk]

Please read this similar issue here as well, just search for it since I can't post a link here
Dealing with damaged customer returns

threads/dealing-with-damaged-customer-returns.333965/

 

[Mr D]

I understand if it's faulty. I will be more than happy to refund her the money. But the problem is that I can clearly see on the pictures she sent me that the chain is almost black just after 24 hours, as if she did something to it to damage it on purpose which never happened before with other customers who have bought the same chain. I have also written a blog about the quality of my products and sent it out to my email subscribers each time I publish a new blog post. I wrote that blog post on Saturday and sent it out to all my email subscribers and customers. I forgot that her email was still on the list. Then on Sunday, she forwarded my email newsletter back to me about that blog post. Since then, I got a bad feeling that she would get the idea how to return back the chain. As I have figured it out, today she sent me the pictures of how bad quality the item is. So, this is a vicious tactic to try to get the money back no matter what.

So what was the chain like before you sent it to the buyer?

I know silver, takes some work to make chain tarnish quickly.

You did use sterling silver for the chain too?

 

[jewelsuk]

Yes, I do use sterling silver myself. I have been using jewellery made of sterling silver for years and they still look the same. They don't turn black or anything. But I do not wear it in the shower or things like that. I take good care of it. But the question is, I have sold the same chain to many customers already - both the chain and the nameplate are sterling silver. But no-one complains up til now. I also sent the exact same chain to another customer on the same day I sent it to her. But that customer doesn't complain anything. So how come only her chain is of bad quality and turns black after 24 hours already?

Yes, Mr D you're right. Silver does take some time to tarnish, not overnight. I have also been wearing silver for years as well, nothing has tarnished, yet.

 

[jewelsuk]

So what was the chain like before you sent it to the buyer?

I know silver, takes some work to make chain tarnish quickly.

You did use sterling silver for the chain too?

It was brand new. Nothing wrong with it.

 

[Mr D]

Just out of interest and I'm maybe thinking too outside the box here...

The picture she sent - was of your item? Or could be one already had that is being swapped now?
Just thinking - dispose of a damaged years old silver item in return for new bright silver item the same - and do it for free.

Totally outside the realm of possibility?

While not had that problem with silver I have come across it with figurines - replacing old with new for free.

 

[Stedurham]

How much was item?

 

[MOIC]

Ask her to return the chain, then once received send her a new chain.

The chain is cheap to replace.

 

[Alan]

You can make silver go black almost instantly using bleach.

Interestingly you can polish it out too, using toothpaste ( or silver polish )

Perhaps with this Covid situation, she decided to disinfect it with bleach.

Perhaps, armed with this information you can say 'our product is sterling silver, silver naturally tarnishes, but will only tarnish quickly if chemicals have been added to them, for instance if you have decided to disinfect it with bleach. Don't worry, as sterling silver that has tarnished can easily be polished back to its original shine. Tarnishing is not a fault but a natural process that impacts all silver'

 

[Mr D]

You can make silver go black almost instantly using bleach.

Interestingly you can polish it out too, using toothpaste ( or silver polish )

Perhaps with this Covid situation, she decided to disinfect it with bleach.

Perhaps, armed with this information you can say 'our product is sterling silver, silver naturally tarnishes, but will only tarnish quickly if chemicals have been added to them, for instance if you have decided to disinfect it with bleach. Don't worry, as sterling silver that has tarnished can easily be polished back to its original shine. Tarnishing is not a fault but a natural process that impacts all silver'

Learn something new every day.
Had heard of multiple chemicals to impact silver, had not thought of bleach causing that.
Thank you.

 

[Alan]

I speak from experience, having decided to wash my wife's tiffany bracelet in bleach

 

[alan1302]

That’s down to the OP, it’s their company.

They have wasted more time and effort just discussing it on here - people get very, very caught up in issues regarding refunds.

 

[alan1302]

I speak from experience, having decided to wash my wife's tiffany bracelet in bleach

Why would you wash a bracelet with bleach??

 

[MBE2017]

They have wasted more time and effort just discussing it on here - people get very, very caught up in issues regarding refunds.

That’s down to the OP as well, it’s their business.

I agree in the early days many get hung up on returns, but getting advice and deciding on a definite policy is worth it in the long run to save time in the future. Such a policy is very important in specific made to order items IMO. It’s also important that customers understand the policy, and that the company stick to it.

 

[Financial-Modeller]

Just refund her and move on

In future if a customer starts like that after a few weeks just give their money back - not worth the time.

First response nailed it, 8 minutes after the initial question!

 

[Mister B]

As others have said, what value are we talking about? Anything low in value just take the hit, refund and move on. The amount of time you're spending on it may outweight the value of the product. I know that it sticks in the throat and that there's a principle at stake, but life is too short.

The one thing that I soon learned when going into business on my own, is that you need to develpp a very thick skin and just roll with it sometimes. Might not be easy, but you'll soon move on.

Mister B

 

[MBE2017]

First response nailed it, 8 minutes after the initial question!

So if the neckless costs 99p I would agree with you. If the necklace costs £99 I would not, being made to a specific order for a specific individual. One reason the law gives latitude as well, so the simple answer doesn’t nail it for all.

 

[Financial-Modeller]

So if the neckless costs 99p I would agree with you. If the necklace costs £99 I would not, being made to a specific order for a specific individual. One reason the law gives latitude as well, so the simple answer doesn’t nail it for all.

But if the necklace has a high value, and the OP has sold many to satisfied customers, they can ask the customer to return it, refund the customer and move on. They could perhaps re-use the silver to sell again.

Thanks for all your advice. As I said, there are many customers who have bought the same item since I started my business late last year, and I have no complaints so far but her...

 

[MBE2017]

But if the necklace has a high value, and the OP has sold many to satisfied customers, they can ask the customer to return it, refund the customer and move on. They could perhaps re-use the silver to sell again.

Down to the OP. I helped a guy start a signs business many years ago, and told him to get all payments for specials upfront, and get the client to confirm the sign layout and spellings before producing them.

He decided not to, and after his first order ended up £350 out of pocket for those that changed their minds. He introduced the suggested policy straight after, and never had any major problems afterwards. A special made order takes time and effort, as well as materials. The time and effort can often outweigh the cost of materials.

OP needs to decide what they wish to do, I would suggest they decide and then stick to their decision.

 

[Alison Moore]

People often run these sort of scams hoping that you'll offer a refund or partial refund, then she'll get to keep the necklace at a fraction of the cost. If it's tarnished, then she's obviously done something to it and is trying it on, or has replaced the chain. Personally, I'd get her to return it, refund her and then refuse to have any contact with her again. In my experience customers don't like being told to 'use someone else in the future' off as they honestly believe that 'the customer is always right'. Ummm no, they not, especially not, when they're acting unreasonably.