Dealing with Customers | Complaints

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 visit your Customer Account and use the "Update Order" form to request a more tailored response template.

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 six common categories.

  1. INAD ORDER (e.g. The order-items are not what the customer expected)
  2. WRONG ORDER (e.g. The order received contains the wrong items)
  3. DAMAGED ORDER (e.g. The order-items have arrived damaged)
  4. LISTING ERROR (e.g. The order-items do not match what's stated in the listing**)
  5. ORDER NOT RECEIVED (e.g. The order has not arrived)
  6. RETURN REQUEST (e.g. The customer makes a request to return the order)
If your customers complaint does not fall into one of these categories, visit your Customer Account and use the "Update Order" form to request a more tailored response template.


1. DEALING WITH A INAD ORDER (e.g. The order-items are not what the customer expected)
Provide your customer with our INAD order 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 order at no cost to you, or themselves.

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START INAD ORDER TEMPLATE  ==>
Thank you for your email although I am very sorry to hear that the order received is not quite as you had expected it to be.

In order to resolve this issue, we will of course pay for the cost of a return. We hvae issued a partial refund to the value of [INSERT POSTAGE AMOUNT] equivalent to a standard economy return which will enable you to return the order to us free of any cost.

Alternatively you may wish consider retaining the order 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 order for a full refund. At your earliest convenience please return the order to us using the address shown. As soon as we receive the order 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 this unfortunate experience but instead consider our efforts in ensuring the best possible outcome was achieved in this case.

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

====== END INAD ORDER TEMPLATE
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2. DEALING WITH WRONG ORDER-ITEMS (e.g. The order received contains wrong items)
Provide your customer with our wrong order-items received template as shown below. This template provides your customer with an immediate replacement order. Once you notify us we'll make an arrangement to send the correct order to the customer. Your customer is not required to return the incorrect order.

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START WRONG ORDER-ITEMS TEMPLATE  ==>
Thank you for your email.

I am very sorry to hear that you have mistakenly received the wrong order. Having it looked into this for you, as suggested it seems the wrong order was mistakenly packed. This is a genuine packaging error on our part for which we can only sincerely apologise.

Nevertheless we are keen to resolve this matter for you and will do so promptly by arranging for your order to be repacked and re-shipped. There is no need to return the incorrect order to us.

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 this unfortunate experience but instead consider our efforts in ensuring the best possible outcome was achieved in this case.

Once again, please accept our sincere apologies for any inconvenience which has been caused.
====== END WRONG ORDER-ITEMS TEMPLATE
***************************************************

3. DEALING WITH DAMAGED ORDER-ITEMS (e.g. The order-items have arrived damaged)
Provide your customer with our damaged order template as shown below. This template provides your customer with an immediate replacement order. Once you notify us we'll make an arrangement to replace the damaged order immediately. Your customer is not required to return the incorrect order.

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START DAMAGED ORDER TEMPLATE  ==>
Thank you for your email although I am very sorry to hear that your order has arrived damaged. We package all of our items in board backed envelopes to prevent this from happening, but on occasion it is inevitable that damages like this can occur.

Nevertheless we are keen to resolve this matter for you and will do so promptly by arranging for your order to be repacked and re-shipped. There is no need to return the damaged order to us.

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 this unfortunate experience but instead consider our efforts in ensuring the best possible outcome was achieved in this case.

Once again, please accept our sincere apologies for any inconvenience which has been caused.
====== END DAMAGED ORDER TEMPLATE
***************************************************

4. DEALING WITH LISTING ERRORS (e.g. The order-items do not match what's stated in the listing**)
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 order at no cost to themselves.

IMPORTANT! If a listing error is caused through no fault of our own (i.e. incorrect information was provided by you in the listing) you will waiver any refund eligibility. We still recommend that you follow our procedures for resolving your customers complaint.

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START LISTING ERROR TEMPLATE  ==>
Thank you for your email although I am very sorry to hear that the order received is not quite as you had expected. This issue appears to be discrepancy between the product and the information provided in the listing. This is a genuine error on our part for which we can only sincerely apologise.

In order to resolve this issue, we will of course pay for the cost of a return. We hvae issued a partial refund to the value of [INSERT POSTAGE AMOUNT] equivalent to a standard economy return which will enable you to return the order to us free of any cost.

Alternatively you may wish consider retaining the order 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 order for a full refund. At your earliest convenience please return the order to us using the address shown. As soon as we receive the order 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 this unfortunate experience but instead consider our efforts in ensuring the best possible outcome was achieved in this case.

Once again, please accept our sincere apologies for any inconvenience which has been caused.
====== END LISTING ERROR TEMPLATE
***************************************************

CUSTOMER REFUSES TO RETURN THE ORDER
If your customer refuses to return the order and demands a refund in full, you may wish to provide this to them at your own cost. If you feel that your customer is being unreasonable you can inform them that they must first return the order before any further refund can be issued. If you decide to use the template shown below, please ensure that you have already issued the promised partial 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 order, we ask kindly of you to please first return the order 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 order to us free of any cost.

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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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 only. Dealing with a customer complaint in a way which is not as advised or pre-authorised by us may void any refund eligibility that you have.

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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