- Original Poster
- #1
We sent an order to a new customer last week. She bought a product from Brand A and a Product from Brand B. A few day later she emailed us, thanking us for the speedy delivery, but saying that she received Product A but instead of Product B she received something from Brand C (which we do stock), and furthermore that this product was unpackaged. She asked how she should return this, so that she can get a refund for Product B that she "didn't receive".
Now I packed this order myself, and it was on a quiet day, so I remember that I packed it correctly. I have also checked our stock levels, and they match, whereas if we had sent her the wrong thing they of course wouldn't. But what really set my alarm bells ringing was the fact that she said it was unpackaged, and also that she asked for a refund, whereas if we ever send something wrong, which does occasionally happen, we would send the correct product.
So I emailed her back asking her to confirm exactly what she did receive, and send a photo of the incorrect product. She did this today, sending a photo of Product C, but this was unpackaged as she said, with no outer box as it should have. She claims this is how she received it. Now we are an official retailer for all our brands, and only ever buy direct from them, so we firstly would never receive an unpackaged product from them, and we would therefore never send one unpackaged to a customer. So I am now 100% positive that she is lying. She obviously bought this from somewhere else, probably eBay, and is now trying to defraud us out of a refund for the product she is claiming she didn't receive.
Are there any suggestions of how I should handle this?
Now I packed this order myself, and it was on a quiet day, so I remember that I packed it correctly. I have also checked our stock levels, and they match, whereas if we had sent her the wrong thing they of course wouldn't. But what really set my alarm bells ringing was the fact that she said it was unpackaged, and also that she asked for a refund, whereas if we ever send something wrong, which does occasionally happen, we would send the correct product.
So I emailed her back asking her to confirm exactly what she did receive, and send a photo of the incorrect product. She did this today, sending a photo of Product C, but this was unpackaged as she said, with no outer box as it should have. She claims this is how she received it. Now we are an official retailer for all our brands, and only ever buy direct from them, so we firstly would never receive an unpackaged product from them, and we would therefore never send one unpackaged to a customer. So I am now 100% positive that she is lying. She obviously bought this from somewhere else, probably eBay, and is now trying to defraud us out of a refund for the product she is claiming she didn't receive.
Are there any suggestions of how I should handle this?
