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#1
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conflict help please
the customer is ALWAYS right when YOU are at fault!
i know it can be tough and we all want to find someone else to take the blame. you should have told him you will correct the problem by paying the shipping and sending him a FREE coin for his trouble. (keep a few cheap slabbed coins handy) never challenge a customer when he's payed his money for something he didn't get. if you handled it right, you could of had a customer for life. |
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#3
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conflict help please
On Sat, 29 Oct 2005 17:11:46 -0400, * * wrote:
the customer is ALWAYS right when YOU are at fault! OK, maybe I _am_ reading a different thread than others are. As I see it, the guy shipped the wrong order to someone and is making it right. I don't see him evading the question - if he was, would he post it to Usenet? i know it can be tough and we all want to find someone else to take the blame. I don't see him doing that, at all. A few months back, I sold a stamp - US Scott number 113, I think. The buyer found a defect that I hadn't noticed, and wrote back saying "I am not happy, how are you going to straighten this out?" I told him to send the stamp back and I'd refund his full purchase price plus shipping price. He sent it back priority/insured. So, it cost me 6 bucks or so to get back the stamp. I refunded him the full purchase price, the full shipping price, and a bit extra on top of it. He left me a positive feedback, spent some non-trivial time educating me on how to see (and image for auctions) a stamp with that particular defect, and when I get around to re-listing it, he offered to preview my description to help me make sure it's accurate. A mistake can turn into an educational situation _if_ both sides handle it correctly. When the other guy jumps up and down, frothing at the mouth, there's not much point in trying to reason with them; just make the problem go away. And actually, a positive feedback of: "found problem with the item, seller gave fast full refund" is, to me, a better indication of the seller's character than just another "g@@d s3ller!1!1!eleventy!11! More honest than the Pope! Th@nK$!". It's a two way street. Mistakes happen. How the buyer, and seller, respond to the mistake decides how the mistake will get fixed. |
#4
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conflict help please
On Mon, 31 Oct 2005 17:13:58 GMT, e wrote:
In article , Dave Hinz wrote: It's a two way street. Mistakes happen. How the buyer, and seller, respond to the mistake decides how the mistake will get fixed. i have learned to mark similar packages when i make them up. When I have auctions end, I make up an envelope with the buyer's ebay name written in pencil on the back. Stuff the envelopes until I get through the whole list of sales. Then, I print out the PayPal shipping lists (or the paper the buyer sends me if they pay by check/MO). That paper stays with the coins, each sale in a different stack. I pack and seal one envelope/buyer at a time, but I don't mail any of that day's stuff until they all work out. Haven't screwed up yet in ~200 items, but of course just saying that guarantees it'll happen now. Ah well. Dave |
#5
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conflict help please
On 31 Oct 2005 16:15:30 GMT, Dave Hinz wrote:
On Sat, 29 Oct 2005 17:11:46 -0400, * * wrote: the customer is ALWAYS right when YOU are at fault! OK, maybe I _am_ reading a different thread than others are. As I see it, the guy shipped the wrong order to someone and is making it right. I don't see him evading the question - if he was, would he post it to Usenet? Well, Dave, all I can say is you and I are reading the same thread. "**" and beekeep (who I had thought was a decent fellow -- recent exchange has quite got me to wondering) are reading some other thread and must be posting responses here in thìs thread. Very strange. i know it can be tough and we all want to find someone else to take the blame. I don't see him doing that, at all. A few months back, I sold a stamp - US Scott number 113, I think. The buyer found a defect that I hadn't noticed, and wrote back saying "I am not happy, how are you going to straighten this out?" I told him to send the stamp back and I'd refund his full purchase price plus shipping price. He sent it back priority/insured. So, it cost me 6 bucks or so to get back the stamp. I refunded him the full purchase price, the full shipping price, and a bit extra on top of it. He left me a positive feedback, spent some non-trivial time educating me on how to see (and image for auctions) a stamp with that particular defect, and when I get around to re-listing it, he offered to preview my description to help me make sure it's accurate. S.O.P. There's nothing at all wrong with asking for the defective merchandise first. This is how any company that sells things, at least in the US, does business. I know, as I have returned a few items. Sometimes their procedures are a bit over the top, but they all boil down to "you send us the thing, then we send you the money". Same goes on with Ebay auctions all the time. Read some "return policies" and you'll see that soon enough! A mistake can turn into an educational situation _if_ both sides handle it correctly. When the other guy jumps up and down, frothing at the mouth, there's not much point in trying to reason with them; just make the problem go away. And actually, a positive feedback of: "found problem with the item, seller gave fast full refund" is, to me, a better indication of the seller's character than just another "g@@d s3ller!1!1!eleventy!11! More honest than the Pope! Th@nK$!". It's a two way street. Mistakes happen. How the buyer, and seller, respond to the mistake decides how the mistake will get fixed. In this case, the buyer screwed up royally. He had absolutely no excuse for his boorish behaviour. Sorry, beekeep, you've been into the venom again and it's addling your wits. "e", whoever he is, is doing the right things. Padraic. la cieurgeourea provoer mal trasfu ast meiyoer ke 'l andrext ben trasfu. |
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