Grrr. Can I just refund the customer?

[TheGeekestLink]

Customer bought something in June. They contacted me in September to say it hadn't arrived. Couldn't send another as most of the things we sell are limited edition, but there was a possibility to get more. Offered full refund, customer said she'd wait.

Stock never came in and now she's shouting about it. I've tried to give her a refund and now she's asking for replacement items worth twice the original value of the goods - particularly as she's asking for the rarest of the stock we have.

What should I do? I just want to give her a refund as it seems the fairest thing to do.

 

[InBetweener]

Customer bought something in June. They contacted me in September to say it hadn't arrived. Couldn't send another as most of the things we sell are limited edition, but there was a possibility to get more. Offered full refund, customer said she'd wait.

Stock never came in and now she's shouting about it. I've tried to give her a refund and now she's asking for replacement items worth twice the original value of the goods - particularly as she's asking for the rarest of the stock we have.

What should I do? I just want to give her a refund as it seems the fairest thing to do.

What does it say in your T&Cs/Policy? If it states that you will offer a refund for damaged/lost items then she has nothing to complain about.

As annoying as it may be to her, as she wants the product, a full refund is a fully acceptable comprimise in my books.

Some people tend to start high, in terms of negotitating a reimbursement of some sort. By offering a full refund you have been fair. If she does not like it, let her take it further.....which she will not I can assure you!

 

[GreatSEO]

I would send her a politely worded email explaining that -

Unfortunately we will no longer be stocking product XYZ. With this in mind as per our Terms and Conditions we have made a refund of £??-?? to the original payment method.

We consider this matter now closed and if you have any further issues please contact [email protected]

Dave

 

[IanDade]

As a fulfilment house, we would always recommend to our clients that you send orders out by a recorded service or a service that requires a signature.

The instances of online fraud are increasing and more people are happy to claim non delivery and get another item FOC.

It is not fool proof or 100% reliable but if people have to sign for the goods, they are less likely to claim it has not arrived as the evidence is there to say it has been.

We have instances where they claim a neighbour has signed and then when we present signature and GPS evidence from the carriers, the parcel is mysteriously left on the doorstep overnight and the customer is suddenly happy again.

 

[TheGeekestLink]

It's simply not cost effective to send certain items recorded delivery. I've found the money we lose in fraud is tiny compared to the money we save.

It's just certain customers demand the world. We've got a bit of a reputation for being too reasonable, but I think it's probably time to stop that.

 

[InBetweener]

It's simply not cost effective to send certain items recorded delivery. I've found the money we lose in fraud is tiny compared to the money we save.

It's just certain customers demand the world. We've got a bit of a reputation for being too reasonable, but I think it's probably time to stop that.

Its better to have a good reputation (items always arrive on time etc) as apposed to saving a little more on post.

By obtaining an even better reputation it will result in more clients and more business and postage will no longer be an issue.

There are far better ways to save money in business, rather than sacrificing the arrival of your goods and your reputation.

Eg, consider looking at cost saving elsewhere, where the end user wont be affected (reconditioned toners, cheaper staionery supplier etc)

 

[TheGeekestLink]

Its better to have a good reputation (items always arrive on time etc) as apposed to saving a little more on post.

By obtaining an even better reputation it will result in more clients and more business and postage will no longer be an issue.

There are far better ways to save money in business, rather than sacrificing the arrival of your goods and your reputation.

Eg, consider looking at cost saving elsewhere, where the end user wont be affected (reconditioned toners, cheaper staionery supplier etc)

I'm not sure I can agree. Most of the "big boy" companies don't send their CDs, DVDs recorded and they seem to do just fine, and I've applied that logic to my company.

This isn't a case of losing stock; it's a case of not having enough stock to replace lost items and the customer demanding almost twice the value of the goods for the items.

We do lose a few items a month, but we always send a replacement by recorded delivery. It works well but there's always a customer or two who take it all a little too personally.

 

[123Simples]

Customer bought something in June. They contacted me in September to say it hadn't arrived. Couldn't send another as most of the things we sell are limited edition, but there was a possibility to get more. Offered full refund, customer said she'd wait.

Stock never came in and now she's shouting about it. I've tried to give her a refund and now she's asking for replacement items worth twice the original value of the goods - particularly as she's asking for the rarest of the stock we have.

What should I do? I just want to give her a refund as it seems the fairest thing to do.

You never did say what your Terms and Conditions were
Reasonably you offered the customer a full refund which they refused
Then they have the gall to say they want something more expensive than what they have paid for
I would say that the answer is obvious - apologise to the customer that you are unable to fulfill their order at this time, and given the circumstances you will issue a full refund for the amount paid for the original ordered item to their card or debit card, whichever they used

Case closed

 

[cjd]

You can refund (with postage), you're under no obligation to replace goods with more valuable ones unless your own T&Cs say you will (you'd be mad to say that!).

 

[TheGeekestLink]

You never did say what your Terms and Conditions were
Case closed

Sorry, it says:

Availability
If for any other reason beyond our reasonable control we are unable to supply a particular item, we will not be liable to you except to ensure that you are not charged for that item. We will always offer you a full refund on any goods purchased.

 

[123Simples]

Sorry, it says:

Availability
If for any other reason beyond our reasonable control we are unable to supply a particular item, we will not be liable to you except to ensure that you are not charged for that item. We will always offer you a full refund on any goods purchased.

So your problem is solved. Offer the customer a refund as per your T&C's
Have a good evening - I'm off for dinner

 

[TheGeekestLink]

You guys rock, THANKS again

I like coming here to just vent. After a really truly nightmarish year of ever decreasing sales, this forum is the only place I can really speak my mind!