Forum Moderators: buckworks
Guy claims his parcel he ordered two weeks ago was damaged beyond repair.
Only problem is his delivery schedule means teh order hasnt been delivered yet unless by a miracle, I alson ship orders his size in three bags.
Dont reckon he's a liar do you?
Hows everyone else fairing up?
Now how could it be an unauthorized charge if they new what the item was supposed to be like and expected it? LOL :)
Someone else is taking care of it... I don't want to handle it and get my blood pressure up. :)
Oh and I had one earlier this fall where the guy in his letter said my salesperson had his head up my business partners ass. That was a doozy. He lost.
[edited by: Peter_Cornstalk at 4:49 am (utc) on Dec. 27, 2006]
Years ago we held to a strong return policy and excellent
shipping policies only to find that you will spend to much time and energy, fighting with people that you can't win or please and in the end you end up with chargebacks, higher processing fees and lousy customers speading lies about your company.
Easy returns, lost packages and customers that will rip you off in the name of all that is right is part of the business.
It is important to consider this "shrinkage".
On the internet as well as the brick and motar stores it is an average to add 2-3% on to your retail price to cover it.
When we get an irate, customer who is looking for a fight, we try to help them the best we can and always instruct them how to cancel the order or return the item for a 100% refund.
Remember you have already charged all your good customers for the bad customers right to rip you off.
It's sad that the good customers must pay for this and it's not really right, but I know for every dollar I spend at Wal-Mart at least 5 cents is going to pay for the people you see standing at the return desk when you first walk in that are returning products which they have just trashed.
Really, try to avoid returns if you can, but don't make the customers fight for a refund.
Also if you are geting chargebacks because your processor is appoving them, dump them ASAP and get Google.Checkout they're the best.
We've used Wells Fargo, BofA, Card Services, PayPal and in the end with the exception of PayPal they all really didn't give a crap.
We felt PayPal is good but they have software setup to lock your account at the drop of a hat.
I wish everyone here good luck and hope for low returns and chargebacks this post Christmas season
Dave
So yes he has received it in record time!
Secondly, I suspect he may not have received damaged goods but was worried that I was attempting some sort of rip off on him, hence the charge back under weird circs.
Wouldnt it have been easier to
A: read the packing slips?
B: emailed me first to ask whats going on?
So ive suggested that he sends me picture of the damaged goods - non received so far.
Another strange thing he praised the way I dealt with his complaint and 'my honesty and openness' i,e I offered a full refund from the word go. - so have I now converted a doubter into a good future customer, I will wait and see.
[edited by: Essex_boy at 5:20 pm (utc) on Dec. 27, 2006]
the returns department was the first and most important part of customer relations. I figured out that if I hire smart, sexy voice people for that department I could reduce client aggravations. and it proved true.
I had a woman that could take the most angry old man and calm him down, get UPS dispatch to pick up the damaged item, and have the guy apologize for his rudeness.
Also let me pass along some note's that I still use.
answer the phone like this:
" we are having a great day at #*$!company name, how can I help you " I learned that from a company called mid-west micro whom I bought a lot of PCs.
auto-answer and routing telephone machines :
" in order to help you better, please listen to the following, your are a very important client to us. press 1 for returns, press 2 for customer services"
all my employees were customer service including the guys in the warehouse ( which by the way, know more about what's selling than any computer system and what does not break ).
they know how to handle a simple hello phone call and screen people, besides everyone likes the warehouse foreman advice, you would be surprised how many times he would tell people he would handle the shipment personally and then sign a simple yellow sticky with small personal note. Clients loved that.
anyway have a great new years
