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Customers who pay money but have no idea what they're buying

 2:34 pm on Apr 30, 2009 (gmt 0)

Another one this morning:

"Now that I've paid, I've looked through the site and I'm really not happy. I want to cancel."

Leaving aside the "several per year" who pull this trick in order to get something for nothing, it simply amazes me how many hand over good money without much of an idea of what they're getting.

I run a download based service in the education field and it's plenty obvious what we offer because it's spelt out very specifically on the front page, the FAQ page, the contact us page, the sign-up page. But all this information somehow escapes the eyes of one or two customers per month. One even told me "I liked the look of the site, so I signed up, but then I realised it wasn't really what I wanted".

I've sometimes been hasty clicking a button, giving my e-mail address, signing up to a newsletter - but handing over legal tender AND my credit card number? No siree, you'll have to convince me a little further before we get that intimate! :)



 3:24 pm on Apr 30, 2009 (gmt 0)

What's your return policy? Be specific about it, and it will no longer bother you.

You think that's bad . . . .

"Beautiful widget stand for displaying your widgets. Two glass shelves with intricately detailed and painted column supports, stands 12" tall x 16" long X 4" deep, perfect for widget displays in a window or on a mantle. $79.95"

After purchase:

"I am EXTREMELY dissatisfied, I thought I was getting a side table for my hallway and it's just a little knick knack rack! You people are thieves!"

They paid the $5 restocking fee and return shipping. :-)


 4:44 pm on Apr 30, 2009 (gmt 0)

What's your return policy? Be specific about it, and it will no longer bother you.

From my experience, the credit card companies tend to favor the customer, no matter what the return policy states.

I just had a guy order a high-magnification optical device. The high magnification requires that the eye be aligned very closely with the eyepiece. Well, this guy had never owned a high-magnification device, just low-magnification, which doesn't require close eye alignment.

He emailed me and said the item was defective. I walked him through the details of high-magnification optics, but he still insisted the item was defective, and that he would not pay a restocking fee as outlined in my return policy. So, I have to take the item back and lose some money on the shipping.



 5:25 pm on Apr 30, 2009 (gmt 0)

I have a download based service, so in that sense, there's nothing to "return". That's the real pain of having a download service. :(


 8:12 pm on Apr 30, 2009 (gmt 0)

i had the same experience working for a travel company and people used to book stuff on their website and then complain that they didn't realise they were actually buying it now... even though they'd entered all their credit card numbers.

i figured that some people were trying it on, but most of them were just plain old dumb.

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