@fashunu4eeuh wrote:
Well, I see this a little differently than some other posters. I would not have said what you said to a good repeat customer, which was in essence, "You didn't wait, and inconvenienced me." We don't have the luxury to be inconvenienced by a customer who was himself inconvenienced by a late package that he obviously needed. You are angry he opened an Item Not Received when you had assured him you would take care of him. But you didn't take care of him. Instead it sounds like he didn't hear what he expected or needed during the first conversation when he called. I would have apologized profusely about the late package, then immediately dispatch another widget to him, overnight if possible, at my expense.
Then he contacted you again to alert you he received the widget (which was the honest thing to do), and instead of your acknowledging his pressing need of it, you advised him to refuse it. I think this was a serious mistake, that was compounded by your essentially then saying "I'm not going to do anything more here." instead of telling him you would invoice him. (Once in a transaction, contact info can be exchanged.) Go to PayPal, send him a money request or an invoice, and put this entire debacle to bed.
I am afraid you have lost a good customer.
Huh? The buyer had received an item he essentially had not paid for, because OP had honestly and promptly refunded him for non-receipt, WHICH WAS TAKING CARE OF HIS CUSTOMER. When package finally arrived, OP then said he could simply return to sender (thus not embarrassing the buyer by saying "OK, you'd better pay for it."). Buyer said "Nope, it's mine now." The seller would like to be paid for this but doesn't look like he will and he is simply honest with the buyer about this (we ARE adults here). But he's supposed to grovel and send more free stuff to this person? By express mail?
He lost a 'good customer?' How?
“The most common way people give up their power is by thinking they don’t have any.”
— Alice Walker
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