Forum Moderators: buckworks
What really surprised me is they never bothered to respond to my initial complaint which PayPal emailed to them. Even though I had made it quite clear that I would be happy to drop the whole matter if they would just send me my download link. I had already emailed them 4 times without reply and this was a last resort.
It got me thinking - how many of you ignore charge-backs and complaints and simply put refunds down to part of your overheads?
How does that affect brand and standing with your customers? Has eCommerce now become so automated that customer service really doesn't exist and complaints are simply dealt with by way of a refund?
In my particular case the purchase was a shade under $50.
TJ
One thing, and it's probably crossed your mind, is the number of fake emails received each day claiming to come from paypal - all go straight through the junk filter and are never seen - could that have happened here?
I once challenged a chargeback through my merchant account (surface delivery to Canada, I'm in UK, he charged back after 4 weeks despite me telling him up to 2 months) it simply was not worth the time and trouble when it was all done.
On a similar vein the main dealer who looks after my car no longer does MOT's. The government sets a maximum charge and as they normally charge over £100 per hour for labour they farm the work out and use their own staff more profitably.
Customer relations are another thing of course, but from an accountants point of view a great deal of things we do are not always financially viable
