How to say something politely that is always taken as being rude?
Hiya all.
We’ve all been there, that unreasonable customer who DEMANDS compensation for their inconvenience, when in fact there is non and any issues they are having are their own fault and their own problem. We’ve tried being polite for days, but now fundamentally need to say “your transportation arrangements are your own responsibility”, but in a way that doesn’t sound so rude!
Any suggestions?
0 replies
Seller_t9axAefQD4v9m
What exactly do you need to say and what is the context? I am usually pretty good and being firmly diplomatic.
Seller_qZO3ZCjoBXEeL
I take it that this is regards to a return they have requested?
I would generally stay factual, point them at the appropriate policy and say that this is the way it is.
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201819160
Seller_1qKTBDbgtHefM
Long story short:
Ordered PRIME 19th december 9am. Dispatched 10am. Delivery attempted 20th december. No one at home, package taken to sorting office.
Cmr is demanding £9 taxi costs refund + compensation for inconvenience and upset caused.
The order has followed the expected dispatch and delivery dates as per the order stated. They do not understand what they’re talking about, and as a result misunderstood when their delivery date was going to be.
Everything about this order is perfect from our side, their misunderstanding is their own fault, has been explained politely, but they still demand that its OUR fault and they want compensation.
PS: Apologies for the mess with logins.
Seller_AaTSN0AimLp9O
Stand your ground, await for it to be returned ( or initiate a speedier return) and refund.
Seller_B3pYlmAHJFefl
this new “something for nothing” culture is really getting out of hand.i went to a kitchen shop and asked if i can buy 1 teaspoon…the assistant asked “do you want a steel one?” to which i replied “NO i am happy to pay for it”
Seller_qHzcAWcsPVCfg
I do have sympathy for the OP having ‘suffered’ the same many times over the last 12+ years.
The necessary advice is that “breath” phrase as in retail currently this is going to happen, so if one cannot cope with it, then it is time to move on to another income option. I do not expect the snowflake/offended /entitled/bitter brigade will disappear in the lifetime of anyone alive now !
As to being “polite” - there is no need, just a need to avoid being rude and/or critical. To achieve this just avoid commenting on the sad sympathy “my invalid granny’s pet slug is dying of cancer” stuff and stick to the facts of the order - what you are contracted to do and what was done - professionally. Do not comment of “their” failures just simply state what you as the seller and Amazon as the agent did and point out no mistakes were made.
Re the buyer obtaining a freebie from Amazon - has anyone ever written to a buyer stating that as Amazon have fully refunded, and as a morally upstanding seller you will be returning the funds to Amazon, then the buyer must return the goods or the refund, or defend the matter in County Court ?
Just wondering out loud.
Seller_HU09FGdJ07Hys
When a customer pretends something unreasonable, my “Maginot Line” is based on Amazon rules, or Amazon’s consultation.
In this case, I may write something like this:
“Dear customer, thank you for your kind complaint.I have consulted Amazon rules, and an Amazon representative, who has informed me, that I’ve accomplished my duty, by shipping your parcel Prime in time. I’m sorry that you were not at home, but it is your responsibility to be at home at the time of delivery. You could also contact the courier and demand an other attempt of delivery.Thank you for your kind attention, Sincerely, Guy.”