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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:

LaurieFairyCake · 20/04/2015 15:04

I'm surprised at giving a refund - id only give that if you hadn't started to make it.

You've not started it have you?

cantbelievemyeyes · 20/04/2015 15:04

It's good that you're taking suggestions on board. I'd be surprised if the customer was 'just trying to be difficult' as you suggest though OP. Customers generally just want what they've ordered in a timely manner, without major dramas or rudeness. I don't believe the customer is always right, but making them happy is what running a business is about and will make your life easier too.

HazleNutt · 20/04/2015 15:07

I guess it was not clear enough from the website that she needs to pay as well, before you even start working on the order. Can you set it up in a way that payment is part of order process? Otherwise I would also assume the order has been placed and is ready in 7-14 days.

WhoKnowsWhereTheTimeGoes · 20/04/2015 15:11

It all sounds perfectly clear to me, payment with order, then 7-14 days for processing/delivery, that seems very reasonable for a bespoke item. Had you started making the tutu, are you going to be out of pocket?

Sheitgeist · 20/04/2015 15:18

I think it sounds like very unclear information on your website; and very poor communication with customer when orders placed.

You should have sent receipt and order confirmation when she paid, not done nothing.

tiggytape · 20/04/2015 15:27

This reply has been deleted

Message withdrawn at poster's request.

YourMaNoBraBackOfMyCar · 20/04/2015 15:39

Why can't they pay as they order it? It sounds like something that would happen to me. It's sounds a lot of faffing all that browsing, selecting and ordering but then having to pay in a separate transaction. It'd put me off. A better way of paying and ordering sounds in order to me also a form of communication for every step so both parties are left in no doubt. If you keep your order/payment system the way it is then a friendly reminder by email is the way to go.

Joyfulldeathsquad · 20/04/2015 15:49

You Shoukd have followed up straight away rather than leaving the order hanging. Do you not need the money?

It's very lengthy time for a tutu and I'd be asking for my cash back to.

youmakemydreams · 20/04/2015 15:53

As a complete aside is this via a website you may have what I'm looking for. Pm if you are able

KoalaDownUnder · 20/04/2015 15:55

I had to read the thread about 3 times to understand, and I shop online a lot.

The customer obviously thought the 7-14 day waiting period for her to receive her order started from 3 weeks ago. You say she 'first made contact' 3 weeks ago, but only paid 1 week ago. It can't have been communicate to her clearly enough that her order 'starts' from when the money goes through.

I don't think the customer is bring unreasonable at all. Due to poor communication, she thinks she's been waiting over 3 weeks for a tutu.

fascicle · 20/04/2015 16:08

The terms are reasonable as long as the customer knows them.

Agree with this. 7 - 14 days from payment to receipt of goods doesn't seem unreasonable to me. I think timely communication would have made all the difference, OP. Can you change your system so that you acknowledge orders and payment and deal with any queries promptly?

The Consumer Contracts Regulations deal with distance selling if you need more information on the legal requirements of providing information to the customer, refunds etc. (I don't think refunds apply to bespoke items, although if you haven't started making the tutu you could still consider providing one.)

CaptainTripps · 20/04/2015 16:16

Oh dear, OP. While I admire the fact you are running your own business, your methods seem cumbersome, unclear and unintuitive. I wouldn't use you.

Things should be clearer. I feel so sorry for your customer. I think you need an overhaul.

base9 · 20/04/2015 16:23

I would apologise for the misunderstanding and offer to refund her money immediately. But I would also let her know that you could make and send her tutu within 7 days if she chooses.

I think you have poor customer communication.

RocknRollNerd · 20/04/2015 16:28

Definitely needs to be much clearer eg:

payment must be received before we will make your tutu; we will confirm when payment has been received
once we have received payment it will normally take 7-14 days to make and despatch your tutu
shipping is via (whatever 1st class mail etc) and typically take (xx) days.

You can then add some more about how you can offer express next day delivery but customers must contact you for a price etc.

Also is it 7-14 days or working days, what happens about bank holidays?

Original poster

BigFatPanda · 20/04/2015 17:05

I have started making it but I have a daughter so I can keep it for her.

I have a website where you pay when you order like any other website but I also have an Instagram page.

She messaged me via Instagram, I told her the price and how long it would take. She said ok great. I didn't really take that as an order confirmation tbh. I do follow up enquiries but I don't like to hassle my customers. I saw that as I gave information and if she wanted to order she could via the website.

When she messaged last week about she made payment and was sent an automated message via there. Should I really have sent a personal email?

I didnt explain myself earlier sorry, was making other orders when she sent that email.

I can assure you my customer service is top end I do keep in contact with them which is why this threw me a bit.

Maybe I need to make the processing time clearer and maybe re word it and include bank holidays ect.

Do you all really think 7-14 days is a long time for a handmade item/s?

OP posts:

LaurieFairyCake · 20/04/2015 17:08

7-14 is really quick from payment I think.

I would just make it clear its not ordered until it's paid for.

OnlyLovers · 20/04/2015 17:11

Maybe I'm being dim usually am but I'm confused by the two statements below – they seem to cancel each other out.

'we'd make it once we receive the money.'

'it's only been 7 days since we received payment.'

Have you or have you not received the money?

Takver · 20/04/2015 17:11

I think from your latest post, what you've done sounds perfectly reasonable. I would also have taken that as an expression of interest, rather than a solid order - indeed 'okay, fine' could easily mean 'that's too expensive for me, but I don't want to say so!'.

Maybe it just needs to be a learning experience for you, that you have to say very clearly in such circs 'to order, you need to go to the website'.

As someone who runs a mail order business, my vote is you just have to be resigned to people misunderstanding you in every conceivable way possible! And also to people being outstandingly rude on occasion - fortunately they're usually well outnumbered by the charming and lovely ones :)

TheClacksAreDown · 20/04/2015 17:13

Sounds like she thought she placed an order when you thought she asked for info. Going forward if people ask you questions via instagram then suggest you answer questions but then give link to the website and say "and it can be ordered here".

JessesGirl · 20/04/2015 17:21

Actually I'm going to go against the grain a bit here and side with the OP... it sounded like the customer throught she had actually placed the order through the Instagram message and that kind of processing time for a bespoke item is fine. Believe me OP you can make instructions as clear as can be and and the occasional person will still expect to be spoon-fed!

GraysAnalogy · 20/04/2015 17:41

I don't think you've been clear.

Your first post says
:
'I had an order about 3 weeks ago from a lady ordering one for a 3 year old' - but this wasn't the order was it, you said it was on instagram and you didn't take it as an official order. At what point were you going to tell her she needed to go on your site?

'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' - you should have told her she hadn't officially placed an order, she'd just commented on instagram so needed to place the order through your site and provide payment

he 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 - once she had placed this order and paid she should have gotten an email with confirmation?

ShatnersBassoon · 20/04/2015 17:49

If people can't order through Instagram, you need to make it very clear what they need to do ie visit your website and pay. It's no good just leaving them to guess, not only to make sure they're happy but to maximise your profit.

I'd refund her and apologise for the confusion. Admit you weren't clear enough in your communication. She might ask for the order to be completed after all if you're decent about it.

prepperpig · 20/04/2015 17:57

I agree with PPs that it's unclear and if I'd placed an order and there was a problem (i.e you hadn't received the payment and you need that before commencing work) then I'd expect an email within a day or two saying "thanks for your order please pay and we'll start the work. It will take 7-14 day from point of payment."

I'd want a refund too. its probably a birthday gift or something.

cantbelievemyeyes · 20/04/2015 17:59

Your last post puts a different spin on things altogether. Sending a message through Instagram is quite different to placing an order, though of course it depends how it's been worded (i.e. 'can I place an order for X' is quite different to 'how much does X cost, could you do it like this? etc). If you don't already, you can conclude whatever discussion you're having by saying something like: 'If you'd like to go ahead and place an order, you can do so through the website here- hyperlinking to your website.

The lead time of 7-14 days isn't an issue if the customer is aware at the outset. I've just closed a business with 4 week lead times as standard and it's never been an issue. One thing I did generally do was send an email (in addition to the standard automated email confirmation) which was a little more personal where I gave a more specific indication of the lead time for that order. So if I had a quieter week and all supplies in stock it might be dispatched in one week, 4 weeks was the maximum. Not ideal for every business but worked well for me.

In this case the offer of a refund would depend on whether she had ordered something bespoke or not. Made to order is not the same as bespoke and I have different policies for each in line which comply with Consumer Contracts Regs. Though to be honest depending on the value of the item/ possibility of reselling I might just refund anyway. As others have said, it's just the nature of the beast with selling online and there are times you can't do right for doing wrong. Just make your policies and procedures clear and compliant and try not to take the occasional issue too hard.

Viviennemary · 20/04/2015 18:01

I can understand why the customer is confused. She ordered an item. Then was told the item wasn't being processed because you hadn't received any money. Then she paid but the item still was being processed. I'd be a bit annoyed too. I think you need to start charging a deposit when you take the order unless what is the point of the order.

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