Dealing with a customer...

[autumnandindigo]

I'm really not one to complain, and I know we all - at some point - wind up with having to deal with dirty happenings.

Long story short, I had a customer send me a message stating that her cowl wasn't large enough (and I know it was), so I prioritized her new item and had it shipped out the very next day - everyone's goal is customer satisfaction, right? She stated that she would send the other cowl back, and on top of it, I sent her the shipping costs to cover it. I never got it. I followed up by sending a message, but still.. nothing. Not even a reply. What do I do at this point, it being almost 2 months later? Do I just drop it, suck it up, and take the loss.. or is there anything pro-active that I can do on my behalf?

[StuckOnSilver]

So sorry! Maybe a tough lesson learned: no replacement until "defective" piece is received. Hang in there!

[Former_Member]

Sadly, if this were me, I'd pretty much assume it's a loss.

When I worked customer service, we always charged for the replacement and refunded once we got the return. In my mind that's the only way to ensure you get your product back. While it doesn't seem like the most customer-friendly policy, depending on the cost of the product, it could be necessary.

Hopefully she remembers the way you dealt with the situation, and spreads the word about your shop even though she's failed to do her part.

[Former_Member]

I think you've been had :(

Chalk it up to lesson learned. Next time, don't ship a new item out without at *least* pictures and/or a tracking number from the return, if not the returned item in your hands.

[autumnandindigo]

She did leave overly positive feedback. I guess there probably isn't such a thing, but it's descriptive.

I learned my lesson from this as well. As much as I'd like for my customers to be happy and completely 110% satisfied, I have to cover myself as well.

[Former_Member]

Sorry, had a similar situation over the holidays. From now on I will insist the item be returned to me before I send another.

[Former_Member]

Can you leave her negative feedback? I would report her to Etsy so that there is a record of it on her file. It sounds like she intentionally scammed you. I'm so sorry that this happened to you!

[WintergreenDesign]

Awww... that's too bad... I think you've been had. You could report to Etsy but I'm not sure if there is anything they would be able to do. And you could leave a negative feedback but other sellers are unable to read the comments anyway. I would chalk it up to a hard lesson learned. I have asked people who have had a problem to please repackage the item and send it back to me insured and once I recieve it I will either exchange it or refund their money but I will do neither until I have recieved the item in question... often times the problem just magically corrects itself

[Former_Member]

@ Christa - love that "magic".

[Former_Member]

Ugh! That's the worse! I would agree with Christa, contact Etsy, but not sure there is much more you can do. Just more experience and insight for next time; but for sure, regardless if the fault was mine, or not, I would make sure all items are in my hands before sending out anything to anyone--whether it be refund, shipping costs, and/or new products. I hope it works out for you though! : (

[barebranchjewelry]

An unfortunate way to learn a lesson, but atleast now you know & were able to share with us. So sorry it happened that way!
P.S. Love your shop!

[Former_Member]

You might try sending her one more message indicating that you did not receive the cowl from her and that perhaps it was just an oversight on her part and that you would appreciate it if she could do so.

Thanks for sharing.

[Former_Member]

Send her a paypal invoice. It may, at least prompt her to action.


But be sweet about it. . . ;)

[Former_Member]

Oh, that's a good idea, Jean! A very "friendly" PayPal invoice, asking for the exact amount of the original scarf. She should get the hint that way.

[autumnandindigo]

Sorry for the lack of response, but a sincere thank you to each of you! I think I will send her an invoice and see if she comes around. Great idea!

[DebbiesBusyBee]

Sorry that happened to you after all your hard work. I, too, would insist I receive the article before a refund. Some people have no conscience! I've had people "forget", or don't check their messages, or sometimes they are in the hospital, so I try to give them the benefit of the doubt, but 2 months is a long time with no response.

[DebbiesBusyBee]

The onlly way I was able to readh them was by phone (ebay provides after a sale) but I don't know what Etsy does about it. I finally got the matter resolved.

[autumnandindigo]

Thanks Debbie. I, too, try to give the benefit of the doubt. Sometimes.. things happen and people aren't able to respond right away... but this is a bit excessive.

[prettypiecesjewelry]

I'm amazed etsy hasn't shut this thread down for discussing customer transaction details.