Hello Everyone,
Here is my issue with the broken items that the customer claims "crumbled" as soon as she touched them after delivery.
On June 20th this customer brought from my shop a few heart tags and over a month later, which is today August 1st, she messaged me letting me know that 6 out of 9 broke as soon as she touched them and could not use them for her bridesmaids. I would like to mention that this has never happened before as I always make sure that everything is packed appropriately and is thoroughly dry before shipping, the tags are also thick enough to withstand handling so she must have applied some force to break them like that -like I see it in the image she sent-, or she actually received them already broken. It is hard to tell, I am just not too sold on what she states. She asked for a refund and, in the same message, attached a picture of all the hearts broken in half, still packaged in their individual clear bags. To be honest, I am not convinced about the fact that these tags broke by just her touching them but there is no way to know for me and I would really like to know what you would do in my situation. Refund right away or...? Has anyone of you ever encountered this issue?
I messaged her back already asking why she did not contact me right away and apologized for the inconvenience and that I needed a couple of days to process the refund. I wanted to check with other shop owners first to get advice.
Thank you in advance!
