directwheels - 4:17 am on Mar 1, 2011 (gmt 0)
As all of you webmasters know, consumers typically have a lot of power when there is a disagreement with things they purchased using a credit card. They can simply file a dispute and you will have a really hard time fighting it.
Every now and then, I get totally unreasonable customers. I usually don't get them too often, but had 3 this week. Here are a couple examples:
1. Customer buys a custom-made product produced for his order. He said he is unhappy with it and wants to return it. When asked, he can't provide a reason why he is unhappy. We do not accept returns on custom-made products unless there is a quality or a real issue. He filed a dispute and we are fighting it now.
2. Customer buys something and USPS take 2 extra days to deliver it. Customer decided he needs it sooner and bought it from a store. Now he is expecting me to pay for shipping for have the item shipped back to me then give him a full refund, including shipping.
How do you guys typically deal with unreasonable requests? Do you just eat the cost and let it go? Some of these customers will assume they are always right and file disputes with their credit card companies. Or they go online and write all sorts of bad reviews about your business.
Most of the times, after trying to reason with them and they still want things their way, I just let them file the dispute. I then try to fight it with the credit card companies. I hate the fact that customers can file a dispute for the whole charge then not return the products to us.