posted on December 18, 2003 05:57:18 AM new
Ok, get an email last night from a customer that says he didn't get the items he won. Since our items are a staple in inventory and not terribly expensive, I said I was happy to reship if he would verify his address. Since he went thru our checkout and gave us his address I didn't think this was the issue, I assumed it was in postal land limbo. Anyhow, this morning he emails me and tell me two of his numbers were transposed. So, should I tell him that he will have to remit another payment to cover the cost of the items again and reship and how should I reword it. He didn't even apologize or say something like, "Oops, I must have switched the numbers, I am sorry." No, he says, "Actually the address is XXXX, please send immediately as I need it for Christmas."
What would you do?
posted on December 18, 2003 06:14:30 AM new
Why would you ship again?
It was clearly HIS ERROR and he has acknowlegeded that.
If he wants to pay again, then you can ship again, but why should you accomdate someone who is so carelesss that he doesn't even bother to make sure his own address is entered correctly.
posted on December 18, 2003 07:15:38 AM new
I did the same thing last week, and emailed my seller and told him I would pay again- so now I am waiting for him to get in touch with me and tell me it has come back to him.
Although I know the total will be about $6.00 and he charged me 12.00... he put insurance but no delivery confirmation... I should know better than to buy from newbies.
When I am an old woman, I shall wear purple
with a red hat that doesn't go, and doesn't suit me.
posted on December 18, 2003 01:04:04 PM new
His error he pays for shipping, my error I pay for shipping. I don't pay for customers mistakes. The more sellers who do it the more folks will try to take advantage.
posted on December 18, 2003 01:36:53 PM new
If I got the item back, had a tracking number for proof of shipment, I would offer to send to the correct address for the cost of reshipping. If they refused, I'd return their money, minus the shipping cost that I had paid.
However, if the profit was high enought, I'd reship at no cost to them, considering it a customer service expense and an investment in future transaction with the person.
I had a customer do the samething once on a $12.00 item with $3.00 shipping, profit was $9.00. I reshipped, gave up $3.00 of profit, still made $6.00. I included a hand written note letting him know that he wouldn't have to remeber his address in future transactions because I wouldn't it. Since then he's been back several times on auctions and direct sales. I've made several hundred dollars on a $3.00 investment! Sometimes it pays off.
