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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Customer DEMANDING refund

63 replies

BigFatPanda · 20/04/2015 14:15

I have a little shop from which I sell handmade tutus. I had an order about 3 weeks ago from a lady ordering one for a 3 year old. She messaged me two weeks later asking how it was coming along , I messaged back to let her know we don't make items until we have received payment (had my fingers burnt before) and we'd make it once we receive the money.

I've just had a message from her saying I want my money back!

Strange I thought so I asked her why she wanted to cancel her order, she because you asked for payment then never got back to me to confirm! I said we have a processing time of 7-14 which is on our website and it's only been 7 days since we received payment.

I'm happy to refund that's fine, just really not sure to what to reply. It comes across as she trying to accuse me of stealing her money!
What should I do? How do I respond?

OP posts:

kinkyfuckery · 20/04/2015 14:18

I think you've not been great at communicating with your customer. When she placed her order, you waited until she got in touch with you two weeks later before telling her she needed to pay? Then when you got payment, really you should have confirmed with her at the time that it would take up to 14 days to make and send her item.

Original poster

BigFatPanda · 20/04/2015 14:20

Thanks for the reply, its stated at checkout that our processing times 7-14 and never send separate emails stating this.

OP posts:

DoraGora · 20/04/2015 14:24

Simply refund her money and have done with it. I don't think she's accusing you of stealing her money. But, I do think she's being difficult simply for its own sake. But, you can't win with grouches, no matter what you do. Best give her the money and send her on her way.

TheChandler · 20/04/2015 14:29

I said we have a processing time of 7-14 which is on our website and it's only been 7 days since we received payment.

7-14 days? Or hours?

At any rate, two weeks is a long time to be processing payment for. Or is it orders?

So this customer ordered 3 weeks ago, paid a week ago and has now been waiting 3 weeks with no contact from you other than initiated by herself?

I can understand her confusion!

CheeseandPickledOnion · 20/04/2015 14:31

People often miss small print. It would have been better customer service to contact separately and chase her up for payment.

And I read that as 7-14 days just to process the payment before you even start making the item? That's a long time.

Feckeggblue · 20/04/2015 14:34

I'm also a bit confused- she ordered 3 weeks ago but didn't pay? Or if she did pay it's been longer than 7-14 days hasn't it? I would also contact a supplier if I hadn't heard anything after 2 weeks as I would assume id either be asked for payment, if that's what's needed, or it should be on it's way

mickeyfartpants · 20/04/2015 14:34

So to be clear, the time line is this;

3 weeks ago - she orders and gets an email saying processing time is 7-14 days. (Processing time means what - payment/delivery? This is unclear)
14 days after that - she messages to ask how you are getting on (because she had obviously waited the max processing time as stated in your check out message) Then you say she has to pay. She pays.
7 days after that - she says she wants her money back?

So in all, the order has taken a month (unclear?) to process? Which is still over the time stated in the checkout message. Why are customers not made to pay at check out if that is a necessary requirement of your company?

Given the above, I would say this has been quite a confusing transaction and I would probably want my money back too.

maddiehayesfan · 20/04/2015 14:36

I would want my money back. You take 7-14 days to process the payment, then you make it? Yeah, that's way too slow for decent customer service, sorry.

Icimoi · 20/04/2015 14:36

To be fair to OP, normally when you order something online you pay for it when you place your order. But it might be an idea to revamp your website, OP, so that people can't complete their orders without making payment.

Original poster

BigFatPanda · 20/04/2015 14:36

Ok I get the confusion. 7-14 days for the order to be processed made and sent out. She only paid a week ago but made first contact 3 weeks ago.

OP posts:

maddiehayesfan · 20/04/2015 14:39

But the OP said she'd paid already. So I'm getting the impression that someone pays at the time of checkout, the website takes 7-14 days to process the payment and the OP doesn't start making the goods until she's received payment at the other end of the processing time.

Yeah, no wonder she wanted her money back. That's appalling! From the customer's POV, she's paid days ago, but the OP is saying she hasn't received the payment yet and can't start making it until she has?

maddiehayesfan · 20/04/2015 14:41

In other words: Refund her money straight away and then find yourself a quicker payment processing solution because that's really really poor.

tiggytape · 20/04/2015 14:42

This reply has been deleted

Message withdrawn at poster's request.

londonrach · 20/04/2015 14:42

Id be worried myself and ask for money back. Did you take payment 3 weeks ago?

Model5 · 20/04/2015 14:45

If I was placing an order such as this and having to pay in advance I would absolutely expect a confirmation of the order and an email of the requirements re payment, then an very quick confirmation when you received payment with a firm date for delivery.

Not to have heard anything 7 days after the order, when sending an email is so easy and usual, would make me very nervous.

Also you accepted her order 3 weeks ago, but it took 2 weeks for you to make contact - even if she should have realised she needed to pay in advance, the website/process obviously isn't clear and you need to communicate better.

mickeyfartpants · 20/04/2015 14:46

So she waited 2 weeks without a word from you regarding payment? You should probably chase outstanding unpaid orders before they go over the 2 week processing time. At least make some sort of contact before the customer has to chase you.

WizardofSnoz · 20/04/2015 14:47

You've not communicated with the customer properly. Apologize and use this as a learning experience. She will have probably wanted this for a specific event on a particular day.

When you received the order without payment so didn't start processing it you should have contacted her to let her know that you weren't going to start processing it until you received payment. The customer definitely shouldn't have had to chase you after two weeks with no contact to be told that the order was not being processed until she paid, you should have contacted her to let her know.

Then when she did pay you were not clear with her about the lead time. Because you'd already made the error of not communicating with her about the payment you really had to be upfront and should also have expedited that order above all the others you'd received and worked really hard to get it out because you knew she was dissatisfied.

Really, yes, you have to suck this up. The event the customer wanted it for has probably been and gone and you have been really uncommunicative and from this woman's point of view offered a very poor service. Apologize, refund.

And make sure that you are upfront with customers about timescales, not starting orders until you are paid and it's crystal clear. Because after already having a two week delay because you were uncommunicative for you to say 'Well you should have looked on the website' about a further delay is very, very poor.

TedAndLola · 20/04/2015 14:49

I'm with the majority here, OP. I would feel uneasy about the unprofessionalism of this and I'd want to go elsewhere.

These days, people just aren't used to waiting so long for goods, even custom-made ones. Amazon has us too used to getting nearly next day delivery!

HubertCumberdale · 20/04/2015 14:52

You let the order hang in the air for two weeks? She would have been wondering what to do. Was she aware that she had to make a payment in addition to the order, and to do those two things without prompt from you?

Yes refund her, apologise, and change the wording on your website.

hambo · 20/04/2015 14:52

I also sell items I make. I understand exactly what you are saying. The customer contacted you about an order 3 weeks ago but did not pay until 7 days ago.

I would send her an email saying:

'Many thanks for your order with me. I am sorry you wish a refund but I am of course very happy to do so.

To be clear, I received your payment on (date) and as the items are handmade and bespoke for you they are not sent out for 7 - 14 days after the payment is processed.

This is stated clearly on the web site (here).'

This happens to me all the time....You get tougher as time goes by!

FenellaFellorick · 20/04/2015 14:52

you can't take things personally in business. See this as a learning opportunity and go back over your policies, your communications, everything and make it so clear that there is no room for doubt.

Just because you have always done something one way does not mean it always has to be that way. You should always be looking at your business and asking am I going about this the best way.

It is clear that there is room for improvement. tbh, there always is. Don't make it into some sort of fight or attack upon you, it isn't personal. Just refund her money, apologise and change the way you communicate in future. Customers should never be chasing you up. If you don't currently send emails explaining things - start.

Original poster

BigFatPanda · 20/04/2015 14:53

Thanks for all your replies. I'm guessing if this is the general consensus from people who don't even shop with me then something has to change!

Ice ever had a problem before apart from a few people saying they didn't receive thief order, however I only do tracked shipping now.

I know the customer is always right, but I honestly think this one is just trying to be difficult.

I've sent a message saying I will issue a refund just be done with it, then I no longer receive her rude emails.

OP posts:

ApplePaltrow · 20/04/2015 14:54

You know, between this and that black cupcake thread, I'm beginning to see why these small mum businesses make no money. Zero understanding of customer service...

cantbelievemyeyes · 20/04/2015 14:55

It sounds like you really need to address the ordering process. Look at it from the customer's point of view, step by step, from start to finish. You need to make the process clear and simple to prevent any misunderstandings.

In this case I'd refund the customer, apologise for the confusion and take the opportunity to make changes to ensure this doesn't happen again.

annielouise · 20/04/2015 14:56

I also think it's confusing. Why if she made an order did you not tell her then and there payment first rather than wait 2 weeks and her emailing you again to ask what's going on?

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