one of my customer is giving me a big headache! (cannot sleep until now!). Basically what happen was he ordered an item from my older website 2 months back. Since it was the older version of my webstore, i didn't know about it until I went in to retrieve some old data. I sent him an email and offered him free shipping (for the delay). And he agreed. So I sent my particulars to him, and after that i didnt get any reply back from.

Fast forward one week later, I found out that he had already paid via paypal, but somehow paypal didn't send any notification to me, and he also never email me to inform me that he already paid! So I emailed him back, and apologized and told him that I will send it out on wednesday (today!). My vendor told me that a newer version of the product has been released, and I had the option of sending him the newer version. So I emailed again and gave him the option. I clearly stated that whichever he choose, the shipping will still be delivered as promised. I also sent him the airway bill & invoice (proof that I have paid for the shipping).

Now he said he want to cancel the order and want me to refund back the full amount! And he never even offer to pay for the shipping! The question is should I get him to pay 1/2 of the shipping? And to make things worse, I am suppose to send out the stuff by today, and he still haven't accepted my explanation. And due to the time difference, I will probably get a reply from him tonight (wednesday night)

This post has been edited by Drunken_Master: Nov 4 2009, 01:28 AM

jz dont bother him..send out the goods and close the case...

why did he want a refund?
There must be a valid reason, or else if all customers ordered, and items arrived, and suddenly wants a refund, what would seller like us do with the product??

Sekarang yang menjual ada ramai.ada yang jual murah..ada yang jual second hand ...ada yang jual branded@high class product.. kadang-kadang orang lain kacau daun...offer pada ridicilious price...bawah harga kos kita.....kita tak mampu jual pada harga demikian....

buat bodoh je..bukan salah kita.dia dah bayar kita dah bagi barang...kita tak bagi barang salah...kita jual pada harga berpatutan....barang diterima dengan selamat@tak ada masalah....kita tak jual barang rosak.....kenapa nak kena refund?kalau dia mengadu kat tribunal...simpan semua resit atau bukti pembelian@proses pembelian.....

kalau gaduh pun boleh menang ....tak payah risau....barang dah terima duit dah dapat.

Try discuss with customer about it coz it is part of your fault too for being ignorant about the payment. I am not blaming said it's your total fault, but you are responsible too.

Try to put yourself in the customer shoes as well. You've paid for so long, but items never been sent. And now you want him to pay for the delivery of the thing he would never receive?

Best to discuss with him, to make him to be able to trust you. I think he is worry, if you sent the item late, it won't be able to reach him on time. PayPal only allow to open case within 45 days from the date you paid if you are dealing with PayPal?

just consider how much it will cost you to just write off the shipping costs vs how much benefit you can get by making this guy happy.

do you think he is the kind of person that will help promote your services if he think you treat him well? Do you want that kind of word of mouth?

Or do you think hes just an *******?

Like I mentioned in my post, I don't deny that its my fault initially. Thats why I offered him free shipping to patch things up. And just to clarify, when he made the order at my older website, he hasn't transferred the money to my account yet. And its not me that wants to cancel, its him! So why should I be the one to bear the cost of shipping!? I wanted to

Anyhow I have manage to explain to him that I was not trying to force him to change his order, I was merely giving him and option. If he had found out that there was a newer & better version after getting the item, would he have been happy if I didn't give him the option initially? And he agreed not to cancel. Still showing some b****iness but I really don't care.

The moral of the story is be firm, and the old saying that the customer is always right is utter BS! They may be in the wrong, and its our responsibility as the merchant to correct them in a diplomatic and polite manner.

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Added on November 6, 2009, 11:09 amHe is just being an a$$hole

This post has been edited by Drunken_Master: Nov 6 2009, 11:09 AM

Maybe I read wrong or my English is not that good to understand what was happening. I thought you said he paid a week later.

All I understood was,
Some time ago - he placed an order in your old website
2 months later - you find out about the order
1 week later - you find out he paid via paypal
Dunno when later - which is last Wednesday you promised to send for free shipping.
Then he canceled and asked for full refund which he paid you for the item price.



But since you said he haven't paid, then he can cancel anytime lor?

Sorry for misunderstanding then, I believe you've settled everything with him and also calling him an XXXXXXX. You are all right. Thank you. Peace.