Dealing with Customers | Complaints

From time to time it is often an unavoidable fact that you will receive occasional complaints from your customers. To help you deal with these problems, we've written procedural guidelines for dealing with the most common of issues. In most cases, self-resolution will be possible however for more complicated matters, we recommend that you contact us first for advice before dealing with your customers complaint.

You can do this by contacting us via our Seller Support Channel on Slack. In most cases we'll normally deal with your request within 1 business day.

Although there are many ways in which a customer might complain about an order, most complaints fall into five common categories.

  1. DEFECT ITEM (e.g. There's a defect/problem/incompatibility with the item)
  2. WRONG ITEM (e.g. The item received isn't the item ordered)
  3. LISTING ERROR (e.g. The item doesn't match what's stated in the listing**)
  4. ITEM NOT RECEIVED (e.g. The order has not arrived)
  5. RETURN REQUEST (e.g. The customer makes a request to return the item)

If a listing error is caused through no fault of our own (i.e. incorrect information was provided to the Buyer and/or in the listing) whilst this will void any refund eligibility for you directly, we still recommend that you follow our procedures for resolving your customers complaint.

If your customers complaint does not fall into one of these categories, please contact us for further instruction.

1. DEALING WITH A DEFECT ITEM (e.g. There's a problem with the item)
Provide your customer with our defect item template as shown below. This template provides your customer with a partial refund (which you can claim back from us) enabling your customer to conveniently return the item at no cost to you, or themselves.

Don't forget to proof read the template! You must specify the cause of the problem with DEFECT or PROBLEM or INCOMPATIBILITY as needed. You should also use our Follow Up template (see below) if your customer decides to retain the refunded amount as compensation.

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START DEFECT ITEM TEMPLATE  ==>
Thank you for your email although I am very sorry to hear that the item received is not as you had expected it to be. The [DEFECT or PROBLEM or INCOMPATIBILITY] you describe of is not known to us and this report is first knowledge of there being any problem with this item.

In order to resolve this issue, we will of course pay for the cost of a return. We would usually ask that the item be returned to us for a full refund but since we are unable to provide a returns labels directly, we will need to issue partial refund to the value of [INSERT POSTAGE AMOUNT] equivalent to a standard economy return which will enable you to return the item to us at no cost to yourself.

Alternatively you may wish consider retaining the item by accepting the partial refund as compensation instead, however this is completely optional and you’ve no obligation to do this. You are of course more than welcome to return the item for a full refund. At your earliest convenience please return the item to us using the address shown. As soon as we receive the item back, we'll then refund your entire order in full.

We only ask kindly of you to consider our efforts in helping to resolve this matter in a timely manner and refrain from posting negative feedback on our seller account with regards to the [DEFECT or PROBLEM or INCOMPATIBILITY] with this item but instead consider our efforts in ensuring the best possible customer service and overall outcome was satisfied in this unfortunate case.

Once again, please accept our sincere apologies for any inconvenience which has been caused.

====== END DEFECT ITEM TEMPLATE
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2. DEALING WITH A WRONG ITEM (e.g. The item received isn't the item ordered)
Provide your customer with our wrong item received template as shown below. This template provides your customer with an immediate replacement order. Once you notify us of such we'll make an arrangement to send the correct item to the customer. Your customer is not required to return the incorrect item.

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START WRONG ITEM TEMPLATE  ==>
Thank you for your email.

I am very sorry to hear that you have mistakenly received the wrong item. Having it looked into this for you, as suggested it seems the wrong item was mistakenly packed, when instead it should have been the exact item as listed in the image shown above. This is a genuine packaging error on our part for which we can only sincerely apologise.

Nevertheless we are are keen to resolve this matter for you, and will do so promptly by arranging for your order to be repacked and shipped to you with the correct item(s) exactly as purchased. There is no need to return the incorrect item(s).

We only ask kindly of you to consider our efforts in helping to resolve this matter in a timely manner and refrain from posting negative feedback on our seller account with regards to the packaging error but instead consider our efforts in ensuring the best possible customer service and overall outcome was satisfied in this unfortunate case.

Once again, please accept our sincere apologies for any inconvenience which has been caused.
====== END WRONG ITEM TEMPLATE
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3. DEALING WITH LISTING ERRORS (e.g. The item doesn't match what's stated)
Provide your customer with our listing error template as shown below. This template provides your customer with a partial refund (which will be funded by you) enabling your customer to conveniently return the item at no cost to themselves.

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START LISTING ERROR TEMPLATE  ==>
Thank you for your email.

I am very sorry to hear that the item received is not quite as you had expected. Unfortunately, the concern you describe of was entirely unknown to ourselves and your reports of such are the first mention of any such problem with this item.

Nevertheless we are are keen to resolve this matter for you, and will do so promptly. We would usually ask that the item be returned to us for a full refund but since we are unable to provide a returns labels directly, we will need to issue partial refund to the value of [INSERT POSTAGE AMOUNT] equivalent to a standard economy return which will enable you to return the item to us at no cost to yourself.

Alternatively you may wish consider retaining the item by accepting the partial refund as compensation instead, however this is completely optional and you’ve no obligation to do this. You are of course more than welcome to return the item for a full refund. At your earliest convenience please return the item to us using the address shown. As soon as we receive the item back, we'll then refund your entire order in full.


We only ask kindly of you to consider our efforts in helping to resolve this matter in a timely manner and refrain from posting negative feedback on our seller account with regards to the listing error but instead consider our efforts in ensuring the best possible customer service and overall outcome was satisfied in this unfortunate case.

Once again, please accept our sincere apologies for any inconvenience which has been caused.
====== END LISTING ERROR TEMPLATE
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CUSTOMER REFUSES TO RETURN THE ITEM
If in the case your customer refuses to first return the items and demands a refund, we've written follow up to inform your customer that they must first return the item before a refund can be issued. Please ensure that you have already issued the prior refund to your customer before using this template.

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START MUST FIRST RETURN TEMPLATE  ==>
Thank you for your response although unfortunately whilst we will of course issue a FULL REFUND on return of the incorrect item, we ask kindly of you to please first return the incorrect item to us at your earliest convenience.

As advised previously, we have already issued a partial refund to the value of [INSERT POSTAGE AMOUNT] equivalent to a standard economy return which will enable you to return the item to us at no cost to yourself.

In the meantime, please once again accept our sincere apologies for the inconvenience which has been caused.

====== END MUST FIRST RETURN TEMPLATE
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IMPORTANT! We are unable to provide a returns label to your buyers directly. To compensate for this shortcoming, we will instead provide a reimbursement to cover the cost of standard economy return up to the maximum value of original postage cost paid to us by you.

By following our advice and procedures we can ensure that all of your customer complaints are dealt with properly thus eliminating any unnecessary adverse feedback and enabling you to maintain outstanding account performance metrics which will only help you to sell more.

Please note that whilst templates are useful in providing resolution, for them to be more successful at resolving a problem, often they need to be tailored. Whilst we won't defer from the actual resolution that is being offered we will modify parts of a template to make it more effective. If you think your customer requires a more tailored response, please get in touch so we can modify our template for you accordingly.

In order to be eligible for any refunds in cases of customer complaint, you must ensure to follow the procedures and templates contained within this Guide. Dealing with a customer complaint in a way which is not as advised herein will void any refund eligibility.

Please note you may be required to provide evidence that you have followed certain procedures such as proof of sent emails/messages and/or any other correspondence with your customer.

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