Customers taking the mick
Discussion
How do you usually deal with customers who are quite clearly taking the piss?
Had a customer get in touch complaining of not receiving part of their order. Conveniently it was the most expensive part which is missing, and the box for it was in with everything else, just empty... I packed this order myself and know for certain the box wasn’t empty.
Of course they need it ‘urgently’ and is demanding a replacement is sent out ASAP.
Luckily I rarely have to deal with this sort of thing, if I do I just tend fulfil their desire then block them from purchasing again - but this one has hacked me off for some reason.
What is your protocol? Do you give in to their demands or do you challenge them, and how do you do so without calling them a lying t
t.
Had a customer get in touch complaining of not receiving part of their order. Conveniently it was the most expensive part which is missing, and the box for it was in with everything else, just empty... I packed this order myself and know for certain the box wasn’t empty.
Of course they need it ‘urgently’ and is demanding a replacement is sent out ASAP.
Luckily I rarely have to deal with this sort of thing, if I do I just tend fulfil their desire then block them from purchasing again - but this one has hacked me off for some reason.
What is your protocol? Do you give in to their demands or do you challenge them, and how do you do so without calling them a lying t
t.I wouldn't have much patience for this, but stand your ground, tell them what you've told us, that you personally packed it and you know the box wasn't empty.
Playing devils advocate, is the missing part heavy? Could it have been an empty box?
Is your stock computerised? Might be worth investing in a simple setup with a barcode scanner that you could scan as stuff is packed, then produces a printout with packed contents.
Playing devils advocate, is the missing part heavy? Could it have been an empty box?
Is your stock computerised? Might be worth investing in a simple setup with a barcode scanner that you could scan as stuff is packed, then produces a printout with packed contents.
Poseidon said:
How do you usually deal with customers who are quite clearly taking the piss?
Had a customer get in touch complaining of not receiving part of their order. Conveniently it was the most expensive part which is missing, and the box for it was in with everything else, just empty... I packed this order myself and know for certain the box wasn’t empty.
Of course they need it ‘urgently’ and is demanding a replacement is sent out ASAP.
Luckily I rarely have to deal with this sort of thing, if I do I just tend fulfil their desire then block them from purchasing again - but this one has hacked me off for some reason.
What is your protocol? Do you give in to their demands or do you challenge them, and how do you do so without calling them a lying tt.
Give them time to re-think?Had a customer get in touch complaining of not receiving part of their order. Conveniently it was the most expensive part which is missing, and the box for it was in with everything else, just empty... I packed this order myself and know for certain the box wasn’t empty.
Of course they need it ‘urgently’ and is demanding a replacement is sent out ASAP.
Luckily I rarely have to deal with this sort of thing, if I do I just tend fulfil their desire then block them from purchasing again - but this one has hacked me off for some reason.
What is your protocol? Do you give in to their demands or do you challenge them, and how do you do so without calling them a lying t
t.Tell them that you remember packing it yourself and maybe it's fallen out of the parcel or maybe the parcel is damaged and you can get in touch with the courier. Say you're going to double check your cctv too. Leave it with me for an hour and I'll launch a full investigation and get back to you. Terribly sorry about this.
Some say it has turned up once they know it isn't so simple that you will just instantly replace.
Maybe it was the last one in stock too?
That being said, many times I have sent replacement goods and afterwards the original had been found and sent back to us. Not everyone is dishonest.
Some good replies so far, thanks. Liked the missing item form.
The part was small but fairly weighty so would be noticeable if it was genuinely missing. The order was though eBay so had a look through the feedback the buyer has left - Almost half were negatives, items not arrived, misdescribed, ‘scammer’ etc. Seems like a professional one himself or just terribly unlucky.
I find it a difficult balancing act between being too soft and trying to please each and every customer, to only thinking of the money and not caring how the reputation of the business will be affected. At the moment I’m too much on the soft side.
The part was small but fairly weighty so would be noticeable if it was genuinely missing. The order was though eBay so had a look through the feedback the buyer has left - Almost half were negatives, items not arrived, misdescribed, ‘scammer’ etc. Seems like a professional one himself or just terribly unlucky.
I find it a difficult balancing act between being too soft and trying to please each and every customer, to only thinking of the money and not caring how the reputation of the business will be affected. At the moment I’m too much on the soft side.
Was the package fully enclosed? I know some of the stuff we used to post out using bukwrap could be unfolded really easily and always concerned me that it may not get to the buyer.
If it was and you are 100% certain you packed it (even better if you can evidence this) then you have a chancer trying it on.
If it was and you are 100% certain you packed it (even better if you can evidence this) then you have a chancer trying it on.
Cameras on the packing benches as others have suggested. You can weigh the box with the contents inside (or claim you do), I learned this trick from a tour of an Amazon fulfillment center. For those that like to claim the parcel has been opened in transit, you can apply security tape as a precaution. Depending on what you sell, watch out for fraudsters returning fake items.
kinhill said:
Depending on what you sell, watch out for fraudsters returning fake items.
Got to love amazon fba for that, you don’t see the return for weeks even months then when it comes to you (after it being replaced / refunded ages ago) you find its missing a key piece or in one case was just a rock in a box. Many don’t factor this cost into fba sales, in some sectors it makes fba uneconomic however seller fulfilled prime is still viable.
I always take the customers word for it and immediately ship out a replacement. It hasn't happened too often to be fair, and my items generally aren't that expensive.
As others said, weighing the package before it leaves and recording it on the customers record is a good habit and helps with disputes
As others said, weighing the package before it leaves and recording it on the customers record is a good habit and helps with disputes
Poseidon said:
Some good replies so far, thanks. Liked the missing item form.
The part was small but fairly weighty so would be noticeable if it was genuinely missing. The order was though eBay so had a look through the feedback the buyer has left - Almost half were negatives, items not arrived, misdescribed, ‘scammer’ etc. Seems like a professional one himself or just terribly unlucky.
Sounds like that is the feedback he gives when people tell him to do one.The part was small but fairly weighty so would be noticeable if it was genuinely missing. The order was though eBay so had a look through the feedback the buyer has left - Almost half were negatives, items not arrived, misdescribed, ‘scammer’ etc. Seems like a professional one himself or just terribly unlucky.
Poseidon said:
The order was though eBay so had a look through the feedback the buyer has left - Almost half were negatives, items not arrived, misdescribed, ‘scammer’ etc. Seems like a professional one himself or just terribly unlucky.
I think that says it all. The buyer is scammer scum.I've seen stuff like this myself, but can also say that as a regular eBay user, it is a very rare time I have a problem as a buyer. In fact I genuinely cannot remember the last something failed to arrive. Service is excellent from all these power sellers!
If you are genuinely sure it was packed, I think I would stand my ground, perhaps even refer to his 'feedback'. Worse case is that he contacts PayPal and you might get one negative score. You can leave response to that stating 'Scam buyer'. Assuming you have an excellent track record, it will not spoil your reputation.
PayPal may force the refund, but you could at least point them in the direction of his feedback so they might see a pattern.
Depends on how 'sure' you are.
OP, you could perhaps play this a slightly different way...
...how about you download some Moneyclaim Online forms (without starting the claim), fill them in with the scammer's details, send them in the post and invite them to start the claim and include some print offs from the CPS website relating to the penalties for perjury, fraud and theft?
Print their feedback left for others regarding all of claims of being scammed by ebay sellers and include that - and draft up a fake witness statement that sets out your version of events, print your own feedback off, and tell them to submit it at their cost!
...how about you download some Moneyclaim Online forms (without starting the claim), fill them in with the scammer's details, send them in the post and invite them to start the claim and include some print offs from the CPS website relating to the penalties for perjury, fraud and theft?
Print their feedback left for others regarding all of claims of being scammed by ebay sellers and include that - and draft up a fake witness statement that sets out your version of events, print your own feedback off, and tell them to submit it at their cost!
Lincsls1 said:
I think that says it all. The buyer is scammer scum.
I've seen stuff like this myself, but can also say that as a regular eBay user, it is a very rare time I have a problem as a buyer. In fact I genuinely cannot remember the last something failed to arrive. Service is excellent from all these power sellers!
If you are genuinely sure it was packed, I think I would stand my ground, perhaps even refer to his 'feedback'. Worse case is that he contacts PayPal and you might get one negative score. You can leave response to that stating 'Scam buyer'. Assuming you have an excellent track record, it will not spoil your reputation.
PayPal may force the refund, but you could at least point them in the direction of his feedback so they might see a pattern.
Depends on how 'sure' you are.
Don't agree with this - by all means report your suspicions to eBay, but you'll still be refunding the buyer.I've seen stuff like this myself, but can also say that as a regular eBay user, it is a very rare time I have a problem as a buyer. In fact I genuinely cannot remember the last something failed to arrive. Service is excellent from all these power sellers!
If you are genuinely sure it was packed, I think I would stand my ground, perhaps even refer to his 'feedback'. Worse case is that he contacts PayPal and you might get one negative score. You can leave response to that stating 'Scam buyer'. Assuming you have an excellent track record, it will not spoil your reputation.
PayPal may force the refund, but you could at least point them in the direction of his feedback so they might see a pattern.
Depends on how 'sure' you are.
Drag it out, eBay refund and seller gets a defect (eBays "compliance" metric) - too many defects and you lose seller status and pay more fees.
IMO as an eBay seller it's just a cost of the platform.
T5SOR said:
My order from Toolstation arrived the other day with one thing missing. I emailed them and I’m awaiting a response.
I wonder if they are having a similar conversation to this thread
Very likely I wonder if they are having a similar conversation to this thread
I called the customer this morning to discuss it. Told them the item was most definitely in there when the box was packed, after some umming and ahhing they said the boxed looked like it had been opened and resealed - never mentioned this before - so I’ve asked them to fill out the couriers claim form for loss. Could just tell from speaking to them for a few minutes that they could turn into an utter pain in the arse.
Did wonder if the courier would provide the scanned package weights to see if it got lighter along the way. If they x-ray then even better.
You have to ask yourself at what point do you just give in, if I send another out I’ll break even on the sale, if I refuse then they’ll go though eBay and get a refund and I end up £100ish down.
Poseidon said:
You have to ask yourself at what point do you just give in, if I send another out I’ll break even on the sale, if I refuse then they’ll go though eBay and get a refund and I end up £100ish down.
Didn't think of it like this. If you send another out and break even, that's got to be better than loosing £100 when a refund is forced.Yes it sucks, but its probably the best course of action for you.
Certainly try and make them work for it though, they are clearly scammers.
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