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shortly after xmas she returned 1 item (£30)stating it was incorrectly ordered & asking for a refund - item arrived in a plain unprotected poly bag & as a result carton was seriously damaged. relucantly we refunded.
2 wks later she phoned again & said another item(£80)had missing parts & also that other parts were damaged - again she wants a full refund.
item was returned & on inspection we found 'no missing parts' also, the parts 'damaged' were due to misuse ie broken & bent.
more importantly, the display carton was ripped, plastered with brown tape, no assembly instructions or packing sent etc & minus its shipping carton (its a large item about size of a tv).
as the item was not in a saleable condition we replaced the damaged parts & returned it however she refused to accept delivery.
anyone know how we could handle this one?
Did you take images of the item when it arrived and before you repaired it? Also, what's your chargeback fee? From her behavior I'd say she's no stranger to chargebacks. If you refuse to refund her, that's probably the next step.
You would win a chargeback but would still have to pay the fee. If the fee is greater than what's left of your profit, I would refund her and cut your losses. If it comes to that, be sure to let her know in no uncertain terms that she won't be receiving any further refunds.
Offer to ship her original item to her one more time at her cost, with the replacement parts included.
Would I do this myself? No. But I hope you do it so this customer is reformed before they become MY customer. ;-)
If she does a chargeback, don't bother to fight it and don't bother with collection agencies, go to this website and fill out Money Claim Online (MCOL) - Her Majesty's Courts Service Internet based service for claimants and defendants:
In case your claim gets through - send the bailiff to collect the money.
Or refund the payment and move on.
btw jscasc - thanks for that useful link.