Customer DEMANDING refund

[BigFatPanda]

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?

On instagram, do you state "contact me to order a tutu?" Or does your instagram page direct people to the website where you can order? If both, she was reasonable to think she wasn't ordering.

When she messaged you, did you include a link to the website to order and did you state that X is the price and then explain 1) how long it would take 2) how you don't start work until payment is received and set expectations. Or did you just say - it's X pounds.

When she emailed you after two weeks and paid, was the 7-14 day waiting period obvious or not? You say it's on the website but it looks like she barely came through the site. She saw you on instagram and then was directed through your email!

Your customer service is definitely not top notch because most the thread is confused and your customer was thoroughly confused.

Having said that, if this is a hobby or a mommy job or something, then it doesn't matter. You should only worry about customer service if it's a proper business and you want to make money. Otherwise providing good service will be more trouble than it's worth.

If you haven't started to make it and thus have incurred no costs yet then just refund her and have done with it.

I don't see the problem.

FWIW, I sometimes make bespoke items (rarely these days, I am back at work) and I have a lengthy discussion with the person ordering to include everything they want. I email them wool colours, pattern choices, choice of details etc and I send them progress pictures throughout the making of the item. Especially if its taking a while.

If someone contacted me via social media and stated what you say she did, I would for sure be emailing her to ask for colour choices, size, length etc. Surely the question of how to pay came up? Or should have been offered by you?

Hmmm I wouldn't have taken that as an order, I'd have taken it as you giving her a quote since she asked for a quote and then didn't say she wanted to go ahead with it.

I would refund because you really need to sort your customer service and I can see why she might be confused since you didn't tell her how to go and order I would guess she thought she'd placed one. She sounds pretty naive though, you usually always pay for bespoke items first after you've given all the details.

You need order forms and to start using something quicker like BACS or Paypal for taking the money/

Respond with:

My apologies for the confusion. When you commented on my instagram pictures I gave you a quote for the item, all the actual orders go through my website (insert url). Since we had no further communication, I presumed that you didn't want to go ahead with the quote.

Our processing time is 7-10 days after receiving payment for the item. I appreciate that perhaps this whole process wasn't clear and so I've refunded your money.

Regards

OP

OP, sorry but if your website is as clear as your posts then I am not surprised that you have had issues.

It sounds like the website needs revamping and checking and you need to be clear on instagram that orders are only through the website.

OP, you have said you are happy to refund. Before you do this, you could consider speaking to the customer to apologise for the lack of information and say that you're looking to improve communications. You never know, you might win back the sale.

OP i don't know whether this has ben pointed out to you upthread but you should also be aware of the consumer contracts cancellation regulations which cover distance selling. If you do the work before the 14 day cancellation period then the customer can cancel and unless you have set up your terms and conditions properly you could find that you're out of pocket.

The Consumer Contracts Regulations have been mentioned. If the OP's garments constitute bespoke items, then that would be an exemption, although regulations about provision of certain pieces of information still apply.

Tailor made or personalised items are exempt from the right to return an item 7 days from receipt of it.

I didn't know whether they were truly tailor made though or whether it was "have you got a pink one?"

OP then makes a pink one.

Clearly that's different from an item with the child's name embroidered on it or something bespoke like that.

You need to be more clear with people who message you via social media clearly!

MakeItACider
Tailor made or personalised items are exempt from the right to return an item 7 days from receipt of it.

Yes to exemption, but it's now up to 14 days from receipt for non exempt items.