Discussion Forum: Thread 276404

 Author: pinkelephant View Messages Posted By pinkelephant
 Posted: Oct 9, 2020 19:01
 Subject: Upset Buyer - How to respond
 Viewed: 165 times
 Topic: Selling
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pinkelephant (5577)

Location:  USA, Idaho
Member Since Contact Type Status
Mar 22, 2010 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: The Pink Elephant
So every once in a while I can't locate a piece to fill an order. I'm
talking about maybe 1 in 200 orders or so. I haven't been short a piece
on an order for a couple of months. But yesterday, I got an order for $1.49
total. I couldn't locate one piece, which was .95 but had all of the other
six pieces totaling .54. I emailed the buyer on the same day the order was placed
and explained the situation and gave her the option of canceling the order or
receiving a refund for that piece and shipping the remainder of the order.
This was the buyer's response:

from: KTHoops Sent on: Oct 9, 2020 01:15
Well, I suggest you look harder to find it. If you don’t have it, don’t list
it. This is ridiculous. I could have purchased the other pieces from other sellers
for less, but I chose your store because you had one thing I needed that now
“you can’t find”. Typical. Find the manual that you claimed you owned and wanted
to sell.


Not sure why she says it's typical because this is her first order in my
store or why she is putting "you can't find" in quotation marks.

Any suggestions on how to respond to this buyer?
 Author: mach1baby View Messages Posted By mach1baby
 Posted: Oct 9, 2020 19:25
 Subject: Re: Upset Buyer - How to respond
 Viewed: 54 times
 Topic: Selling
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mach1baby (6630)

Location:  USA, Washington
Member Since Contact Type Status
Mar 26, 2011 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Everything StarWars & More
In Selling, pinkelephant writes:
  So every once in a while I can't locate a piece to fill an order. I'm
talking about maybe 1 in 200 orders or so. I haven't been short a piece
on an order for a couple of months. But yesterday, I got an order for $1.49
total. I couldn't locate one piece, which was .95 but had all of the other
six pieces totaling .54. I emailed the buyer on the same day the order was placed
and explained the situation and gave her the option of canceling the order or
receiving a refund for that piece and shipping the remainder of the order.
This was the buyer's response:

from: KTHoops Sent on: Oct 9, 2020 01:15
Well, I suggest you look harder to find it. If you don’t have it, don’t list
it. This is ridiculous. I could have purchased the other pieces from other sellers
for less, but I chose your store because you had one thing I needed that now
“you can’t find”. Typical. Find the manual that you claimed you owned and wanted
to sell.


Not sure why she says it's typical because this is her first order in my
store or why she is putting "you can't find" in quotation marks.

Any suggestions on how to respond to this buyer?

Apologize that you are only human and mistakes happen, I would refund the order
and send her a coupon?? Some people you can't ever make happy and sounds
like this could be one of those. Reply nicely and I would refund.

Scott
 Author: Bob838 View Messages Posted By Bob838
 Posted: Oct 9, 2020 19:33
 Subject: Re: Upset Buyer - How to respond
 Viewed: 69 times
 Topic: Selling
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Bob838 (8)

Location:  USA, Virginia
Member Since Contact Type Status
Oct 6, 2020 Contact Member Buyer
Buying Privileges - OK
In Selling, pinkelephant writes:
  So every once in a while I can't locate a piece to fill an order. I'm
talking about maybe 1 in 200 orders or so. I haven't been short a piece
on an order for a couple of months. But yesterday, I got an order for $1.49
total. I couldn't locate one piece, which was .95 but had all of the other
six pieces totaling .54. I emailed the buyer on the same day the order was placed
and explained the situation and gave her the option of canceling the order or
receiving a refund for that piece and shipping the remainder of the order.
This was the buyer's response:

from: KTHoops Sent on: Oct 9, 2020 01:15
Well, I suggest you look harder to find it. If you don’t have it, don’t list
it. This is ridiculous. I could have purchased the other pieces from other sellers
for less, but I chose your store because you had one thing I needed that now
“you can’t find”. Typical. Find the manual that you claimed you owned and wanted
to sell.


Not sure why she says it's typical because this is her first order in my
store or why she is putting "you can't find" in quotation marks.

Any suggestions on how to respond to this buyer?

I'm not a seller on here buuuuttttt I've worked in customer service at
a fortune 500 company for 10 years among other places. The correct answer is
to make the customer happy but occasionally you come across people that are just
downright nasty. Based on KTHoops response you will not be able to satisfy this
type of person. Even if you find the piece this type of customer will never be
happy. I would cut my losses, the large majority of your feedback is positive
and I doubt KTHoops feedback will keep anyone from purchasing from you.

I just started purchasing on here and one of the sellers did not have a $6 pteranodon
they had listed. They emailed me to let me know, offered to sub for another similarly
priced item, refund the transaction, or adjust the price for the other items.
I choose a slightly more expensive piece and offered to pay the difference. Seller
just sent the more expensive piece at no additional charge. While I appreciate
the sellers kindness I also recognize mistakes happen and I appreciated that
they let me know and gave me options.

Be kind, don't dwell, and move on. You may want to implement a way to ensure
your listings and stock matches up but occasionally stuff happens.
 Author: qwertyboy View Messages Posted By qwertyboy
 Posted: Oct 9, 2020 20:32
 Subject: Re: Upset Buyer - How to respond
 Viewed: 69 times
 Topic: Selling
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qwertyboy (5845)

Location:  Canada, Alberta
Member Since Contact Type Status
Apr 9, 2013 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Maple Bricks
In Selling, pinkelephant writes:
  So every once in a while I can't locate a piece to fill an order. I'm
talking about maybe 1 in 200 orders or so. I haven't been short a piece
on an order for a couple of months. But yesterday, I got an order for $1.49
total. I couldn't locate one piece, which was .95 but had all of the other
six pieces totaling .54. I emailed the buyer on the same day the order was placed
and explained the situation and gave her the option of canceling the order or
receiving a refund for that piece and shipping the remainder of the order.
This was the buyer's response:

from: KTHoops Sent on: Oct 9, 2020 01:15
Well, I suggest you look harder to find it. If you don’t have it, don’t list
it. This is ridiculous. I could have purchased the other pieces from other sellers
for less, but I chose your store because you had one thing I needed that now
“you can’t find”. Typical. Find the manual that you claimed you owned and wanted
to sell.


Not sure why she says it's typical because this is her first order in my
store or why she is putting "you can't find" in quotation marks.

Any suggestions on how to respond to this buyer?

Apologize, refund entire payment, _and_ ship whatever you do have.

Niek.
 Author: hpoort View Messages Posted By hpoort
 Posted: Oct 10, 2020 03:09
 Subject: Re: Upset Buyer - How to respond
 Viewed: 62 times
 Topic: Selling
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hpoort (405)

Location:  Netherlands, Groningen
Member Since Contact Type Status
Oct 11, 2014 Contact Member Buyer
Buying Privileges - OK
In Selling, pinkelephant writes:
  So every once in a while I can't locate a piece to fill an order. I'm
talking about maybe 1 in 200 orders or so. I haven't been short a piece
on an order for a couple of months. But yesterday, I got an order for $1.49
total. I couldn't locate one piece, which was .95 but had all of the other
six pieces totaling .54. I emailed the buyer on the same day the order was placed
and explained the situation and gave her the option of canceling the order or
receiving a refund for that piece and shipping the remainder of the order.
This was the buyer's response:

from: KTHoops Sent on: Oct 9, 2020 01:15
Well, I suggest you look harder to find it. If you don’t have it, don’t list
it. This is ridiculous. I could have purchased the other pieces from other sellers
for less, but I chose your store because you had one thing I needed that now
“you can’t find”. Typical. Find the manual that you claimed you owned and wanted
to sell.


Not sure why she says it's typical because this is her first order in my
store or why she is putting "you can't find" in quotation marks.

Any suggestions on how to respond to this buyer?

Order the missing item elsewhere and either have it shipped through you or directly.
Apologize to the buyer for the delay this may cause in shipping. Take your loss
in the cost.

You'll end up with a customer whose mood will have changed from annoyed,
frustrated and unsatisfied to one that appreciated not only the personal effort
you put into it, but also the complete fulfillment of the order. This will likely
become a return customer if you handle it nicely.

When you requested a 'remove item from order' and the customer replied
with a 'deny', this about the only proper option left for you according
to Bricklink's terms (strictly followed).
 Author: Adjour View Messages Posted By Adjour
 Posted: Oct 10, 2020 12:07
 Subject: Re: Upset Buyer - How to respond
 Viewed: 47 times
 Topic: Selling
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Adjour (1173)

Location:  USA, California
Member Since Contact Type Status
Aug 1, 2016 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: The Chili is a Bit Spicy
Personally....personally...this is how I handle this.


I order it. Yup. If I can get it within my state, I usually don't even tell
them. If it will take a few days I offer to send the rest of the order now and
the missing part later.

If it takes too long, I refund the part and send it anyway.


I don't ever want to make the customer pay for my error (or bricklinks error).
The error is in no way shape or form their fault.


Again this is just how *I* handle these things.