November must be angry customer month. Does anybody else notice an increase in upset people and general negativity in the air each November?
Recently a lady ordered a $20 item from one of my supplement sites and began emailing the following day in a panic asking about her order. I usually don’t check my email at 11pm at night, so I didn’t get back to her until the next day where I had a total of three emails from her waiting in my inbox. The email’s content started aggressive and progressively got angrier (capital letters and threats) with each one. Apparently this customer did not receive the order receipt that is emailed instantly upon purchase and did not have enough patience to wait a day for a tracking number. On two occasions, I said “No problem, refuse the package when it arrives and we’ll issue a refund upon the product’s return.” Her response was “I’ve already notified my credit card company that this order was cancelled yesterday due to your non-response”. No problem, I’ll just intercept your order through the delivery company since you performed a chargeback and did not pay. Sure, I’ll lose about $20 and some time into this, but it’s better than losing $20 and allowing somebody to learn that throwing a fit will get them something for nothing. Of course, now the customer was really irate and is supposedly making negative posts about our store everywhere she can because I intercepted/recalled the package. It’s not a difficult concept… if you do not pay, you do not receive. She may also realize that if you have a little patience, everything will be fine.