How Long is too long

[Rabbithollowprims]

Ok I have a customer that wants to return an item and get another as she felt his head was too pointy. Well I gave her my shoppe policies which states 7 days to return. I never received the item back and when I contacted her she said she had surgery and would get her hubby to send it back to me that week. Well once again it still has not come back. I feel I have given her enough time to return the item so should I contact her and just say time is up?

[Former_Member]

I had that problem once on eBay. I gave the buyer one more chance.. this time, I said that I must receive the item back by a certain date or no refund will be issued.

[Former_Member]

Hope that helps.

[Former_Member]

Yes, time has expired and stand on your ground on your policy. You can only do so much and effort to please a customer. The only worry is that you lose a repeat buyer and there might be a chance that the customer will leave unfavorable feedback. Well in the end you have to make a descision about business issues like this and if you are willing to bend the rules or not.

[Former_Member]

You should definitely get in touch with the customer to follow-up. Most likely the customer just gave up since he/she missed your second deadline. If the customer is recovering from surgery I'm sure the customer would welcome your extra mile service. However if they do not reply or comply the 3rd time then it would be highly unlikely that the customer will feel bad about your product or service.

[Former_Member]

i have another shop, pf soaps, that i had to close, because in a similar situation the customer wrote me a terrible feedback, that i had stole her money. and an entire year of work in that shop was gone.
we have to be really carefull because with a terrible feedback all of our work it is gone.

[Frecklesoriginals]

Blimy Tracce thats dreadful scary that they have so much control, and the malice to do that. I had a retail shop 32 years and found face to face easier than this sneaky www. Rabbithollow I would email the client once more adding you hope all is well with her and her family but telling her you would like her to send the goods back asap. Lesson learnt no dosh before goods are back with you.

[Rabbithollowprims]

Thanks all I emailed her and no response to emails so I guess I will see what happens as she missed 3rd deadline...

[Former_Member]

How frustrating, I'm having the same problem, I had a pet boutique email me and state..."these feeders are not selling, I think I have to return them". Question, I know the customer is always right, but how is this my problem? I emailed her back and told her that if the problem was a defective feeder I would gladly exchange it for her as soon as she sent the defective feeders back. Still waiting on a response. Did I handle this okay?