Customer refuses to accept they ordered the wrong item
i sell baby buttons for knitters. i offer a range of 5 colours, another seller offers the same buttons but in 12 colours.
thus, a customer buys and pays for pink. we send the order and it arrives. several days later the same customer states “i ordered PEACH colour”. i clearly informed her we have never in 20 years ever sold peach it`s the other seller who does not us; please refer to the product description page etc. but we offer her an return, so a few days later we have a return in process from her,
however she keeps saying why are we selling peach and refuses to admit even though her invoice states PINK that she ordered pink. i not being hard or difficult, just stating we don`t sell that product.
so is she basically saying “not as described” and we trying to pull the wool over customers eyes, or misleading people and should remove the colour peach (which we dont sell) from our storefront...its just not or ever been there!
however, in 5 years of selling these buttons no one before has ever complained or high lighted any concerns with said product.
my question is if the customer leaves poor feedback is it worth contacting SS? or is this just pointless?
as it`s the customer confsuing us with another unrelated company?
thank you
Seller_77IcbQKVGdZo0
I think it will depend how the customer phrases the feedback for example if they phrase it as ‘I liked the product but the colour was not as expected’ it will probably be seen as a product review and you can get it removed.
If the customer phrases is as ‘The seller was very unhelpful when I told them I ordered Peach rather than Pink’ then it would be seen as them complaining about your service and you can’t get it removed.
In a lot of these situations negative feedback is never given, even if it is and you can’t remove it a polite and factual response is normally best such as ‘Sorry for your problem with the order but as discussed we have never sold this in Peach’
EDIT: It is also worth remembering we all get these difficult customers when I get them I just take a deep breath and tell myself I can’t please everyone all of the time.
5 replies
Seller_7VbclcPFFRTnc
have you messaged her with a screenshot of her order with the colour highlighted ?
obviously the customer is entitled to return regardless but the return postage costs will be in dispute
Seller_77IcbQKVGdZo0
I think it will depend how the customer phrases the feedback for example if they phrase it as ‘I liked the product but the colour was not as expected’ it will probably be seen as a product review and you can get it removed.
If the customer phrases is as ‘The seller was very unhelpful when I told them I ordered Peach rather than Pink’ then it would be seen as them complaining about your service and you can’t get it removed.
In a lot of these situations negative feedback is never given, even if it is and you can’t remove it a polite and factual response is normally best such as ‘Sorry for your problem with the order but as discussed we have never sold this in Peach’
EDIT: It is also worth remembering we all get these difficult customers when I get them I just take a deep breath and tell myself I can’t please everyone all of the time.
