Damaged item - How to respond to customer
I have a customer who regularly purchases from me and this afternoon they have contacted me to say their order has been received damaged.
I asked for a picture to confirm, and the item has been literally ripped to shreds (see image). I have checked the courier photo on the delivery confirmation and the item was delivered in one piece.
The customer has requested a replacement and I dont know how to respond to this… To add to this, a dog can be seen in the background of the pic and I’m pretty sure the dog has ripped the feed open.
What’s the best course of action with this?
TIA
3 replies
Seller_6jtwbKe6BOktQ
I would send them the picture from the courier showing that it was delivered in one piece with something along the lines of ‘we were investigating the issue and we have found this picture from the courier’ Then politely ask if they can think of anything that could have caused this to happen after delivery?
It seems to me that they are trying it on to try to get a replacement but its pretty clear what happened! If you show you have proof it was in one piece when delivered they haven’t got a leg to stand on. Maybe you could ask about a safe place for future deliveries so that the issue can be avoided in future?
Seller_qZO3ZCjoBXEeL
Did the courier have authorisation to ’ leave safe’ in that location? If not then the courier is arguably liable. Delivering a bag of feed to a yard where dogs are free is not a safe place?
Seller_B4VbHpnDLDLAU
I would send them a screenshot of the image from courier saying it was delivered safely to you. And see how they respond!
But that deffo looks like a dog or similar has had a go
