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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Charged customer wrongly AIBU

14 replies

ImSuchABigIdiot · 31/05/2018 00:13

Name-changed. I’m purposely keeping some details vague as this could be quite outing.

Please don’t flame me Blush

It’s not a massive issue, but I feel really bad and would like some advice on how I can resolve this.

I recently started tutoring a new client.

Stupidly, I didn’t check my current prices for how much I charge for different levels. This is because clients usually ask me to teach one specific type of qualification. When the client contacted me, they said it was to tutor them for that specific qualification so, stupidly, I didn’t think to check my other prices for other qualifications(!!) I completely understand it’s my fault.

I told the client that I would double-check my prices on my phone. I only got a chance to try doing this when the tuition had ended. Unfortunately, by this time, my phone had died. Again, I totally accept that this is my fault.

I ended up charging the client slightly too much money as I mistakenly asked them to pay for the price I charge for the other qualification.

How should I resolve this?

I need to give the client some of their money back. How can I explain this?

Can I tell them I mixed up the prices for the two qualifications? I feel like this would make me sound really unprepared and unprofessional, and I feel the client wouldn’t take me seriously after this. But I can’t see a way around it.

OP posts:
Wildlingofthewest · 31/05/2018 00:15

Be honest.
You made a mistake.
Apologise and pay them back the difference.
No big drama!

polsha · 31/05/2018 00:17

No massive explanation, it makes things clumsy. Sorry, I overcharged, here is a refund.

Whyarealltheusernamestaken · 31/05/2018 00:17

Be honest and refund, they will respect you more

BougieCoconut · 31/05/2018 00:18

I don’t consider it unprofessional, it happens. Businesses of all sizes make mistakes sometimes.

KeepServingTheDrinks · 31/05/2018 00:19

NO ONE gets pissed off to get money back!

I thought this was going to be a thread where you wanted to charge MORE.

They'll be thrilled. They were happy to pay what you charged. If they've had good service AND they get money back, it's win/win/win all the way to the bank!

Bambamber · 31/05/2018 00:20

I'm sure they will appreciate your honesty

ImSuchABigIdiot · 31/05/2018 00:21

Thanks everyone!! That’s a relief.

I’m just not sure about how to explain this to the client. They might think I was trying it on by initially asking them for more money.

OP posts:
slowlywiltingpetal · 31/05/2018 00:22

Honestly please don't beat yourself up, it was an honest mistake, you're honest enough as a person to say to the person I'm mortified I got my prices mixed up after a hectic day, please can I have your PayPal / whatever so I can refund you.

They'll think more about your honesty than anything.

If they were ok paying the price, I'd say your tutoring must be good.

So get onto them ASAP. Stop worrying.

Candlelight123 · 31/05/2018 00:24

Tell them you've just reviewed your invoices and identified the error ... and here's a refund for your overpayment, please accept my apologies. There, it's fine.

SparklyLeprechaun · 31/05/2018 00:35

Dear X,
On reviewing my recent transactions I discovered that I have inadvertently quoted you a higher rate than I normally charge for this service. The correct rate is y. Please accept my apologies for the inconvenience, here's a refund.

Don't worry about it, he'll be delighted.

RideOn · 31/05/2018 00:39

One of the replies here are fine. Don't go into a big long explanation or apology.
In the same situation I would think it was an error, not a ploy to overcharge and then chicken out and pay me back.

Jenny70 · 31/05/2018 00:47

And if it's an ongoing thing, might be easier to deduct off the next session... and say what the actual rate is, so they know what they are paying in the future... something like:

Dear X,
On reviewing my recent transactions I discovered that I have inadvertently quoted you a higher rate than I normally charge for this service. The correct rate is y. Please accept my apologies for the inconvenience. I can either bank transfer a refund or deduct Z amount of the next session, which will then cost "this much". Going forward the correct rate is "Y" per session.
Yours sincerely,

Noqont · 31/05/2018 00:52

Just say I have checked and realised I charged too much. And refund the difference. Seriously, they will be delighted.

Emily7708 · 31/05/2018 01:10

Just curious about why you need to give them a refund? You provided a service, they were happy with the price quoted and paid it. They’ve had the service and forgotten about the price. It’s not like you’ve overcharged them for an item in a shop.

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