| Discussion Forum: Thread 290482 |
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| | | Author: | uticabrix  | | Posted: | May 27, 2021 16:10 | | Subject: | (Cancelled) | | Viewed: | 92 times | | Topic: | Feedback | |
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| | (Cancelled) |
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| | | | | Author: | alexwilcox | | Posted: | May 27, 2021 16:15 | | Subject: | Re: Feedback on missing one part | | Viewed: | 35 times | | Topic: | Feedback | |
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| In Feedback, uticabrix writes:
| | I have a customer that left us neutral feedback because we are out of one part
(which we credited him back in full). Is this something that is normal? I
know this is a very common issue, but never knew people could have it count against
stores.
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As their feedback says they now have to pay another shipping charge - did you
not offer to send the missing piece to them?
I can understand why they left the neutral - maybe see if you can make things
right with them and they might reconsider the feedback?
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| | | | | | | Author: | peregrinator | | Posted: | May 27, 2021 16:18 | | Subject: | Re: Feedback on missing one part | | Viewed: | 46 times | | Topic: | Feedback | |
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| In Feedback, alexwilcox writes:
| | In Feedback, uticabrix writes:
| | I have a customer that left us neutral feedback because we are out of one part
(which we credited him back in full). Is this something that is normal? I
know this is a very common issue, but never knew people could have it count against
stores.
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As their feedback says they now have to pay another shipping charge - did you
not offer to send the missing piece to them?
I can understand why they left the neutral - maybe see if you can make things
right with them and they might reconsider the feedback?
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I guess the buyer is saying they have to pay another shipping charge because
they have to get the part from elsewhere? I think it's generally a good idea
to refund at least part of the shipping cost (e.g., $3-$4) in addition to any
refund for missing parts, if you can't send the part itself.
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| | | | | Author: | Cob | | Posted: | May 27, 2021 16:22 | | Subject: | (Cancelled) | | Viewed: | 29 times | | Topic: | Feedback | |
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| | (Cancelled) |
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| | | | | Author: | MrPetovan | | Posted: | May 27, 2021 16:23 | | Subject: | Re: Feedback on missing one part | | Viewed: | 41 times | | Topic: | Feedback | |
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| As a Buyer, I completely forgive inventory mistakes (before the package is shipped)
because inventory is hard.
However, for package mistakes (missing/broken/wrong color/wrong mold parts),
if I receive a refund just for the price of the part, I will leave a Neutral
feedback to separate from seller not making these mistakes.
However, if I receive a more substantial refund that would then cover part of
the shipping, then I leave a Positive feedback because it becomes a blank operation
for me.
In Feedback, uticabrix writes:
| | I have a customer that left us neutral feedback because we are out of one part
(which we credited him back in full). Is this something that is normal? I
know this is a very common issue, but never knew people could have it count against
stores.
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| | | | | Author: | Brickitty | | Posted: | May 27, 2021 16:33 | | Subject: | Re: Feedback on missing one part | | Viewed: | 45 times | | Topic: | Feedback | |
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| In Feedback, uticabrix writes:
| | I have a customer that left us neutral feedback because we are out of one part
(which we credited him back in full). Is this something that is normal? I
know this is a very common issue, but never knew people could have it count against
stores.
|
As a buyer, no, I wouldn't leave a neutral/negative if a seller had an inventory
error or two. However, if they mailed the package before notifying me, or if
they didn't notify me at all, I would probably Least Favorite them and leave
no feedback whatsoever. And if I sent a message complaining and their response
was rude or unapologetic, they'd probably get a neutral/negative. An inventory
error is completely understandable, but it's no excuse for bad customer service.
Other people in this thread have mentioned refunding partial or complete shipping
costs, but I only expect that as a solution if I've already received the
order and the seller can't send a replacement. If I'm notified before
the package is mailed, why would I expect shipping costs to be refunded? In that
case, I have the option to cancel the order and buy elsewhere.
Now, THAT BEING SAID, I have higher personal standards as a seller. If I make
an inventory error, I pull the part from my enormous personal collection and
buy myself a replacement at a later date. I've done that a few times. If
I don't have another copy in the house, I buy a replacement for the buyer
from another seller. Every single time. I wish all sellers had this standard,
but I try not to judge them if they don't. It just kills my soul a tiny bit
each time.
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| | | | | | | Author: | peregrinator | | Posted: | May 27, 2021 17:04 | | Subject: | Re: Feedback on missing one part | | Viewed: | 29 times | | Topic: | Feedback | |
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| I've definitely done the former - pulled a piece from my personal collection
- but I've hesitated to buy from another seller because of the potential
shipping delay.
In Feedback, Brickitty writes:
| | If I make
an inventory error, I pull the part from my enormous personal collection and
buy myself a replacement at a later date. I've done that a few times. If
I don't have another copy in the house, I buy a replacement for the buyer
from another seller. Every single time. I wish all sellers had this standard,
but I try not to judge them if they don't. It just kills my soul a tiny bit
each time.
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| | | | | | | | | Author: | Brickitty | | Posted: | May 27, 2021 17:13 | | Subject: | Re: Feedback on missing one part | | Viewed: | 37 times | | Topic: | Feedback | |
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| In Feedback, peregrinator writes:
| | I've definitely done the former - pulled a piece from my personal collection
- but I've hesitated to buy from another seller because of the potential
shipping delay.
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Yeah, I just send a message first and ask what they'd prefer. Can't go
wrong that way.
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USA, New York
United Kingdom, England
