Hi, this is just a general question for other sellers. I'm sure that we all have our own way of keeping track of issues that may arise from time to time, ours is by starring emails in our email client for further review and follow-up.
From time to time, an issue will arise, we will offer a solution, or a possible solution, and never here back from the customer. In the example that comes to mind, a customer (who has purchased from us three times in the past over the last several years) messaged us to let us know that they only received one of the items that they ordered, when they ordered quantity two.
We had no reason to doubt them, so looked everywhere around the shoppe to try to find the missing item. With a heavy heart, messaged buyer to confirm that we were not able to fullfill the second purchase, and offered to refund. Or at their option offer a store credit, seeing as how they were a repeat customer.
Several days went by, so another message was sent out as a follow up to the first. Several more weeks went by, and the message was not replied to by the customer. Another message sent out, no replay.
One last message was sent out approximately one and a half months ago, still no reply.
How do others feel about just letting issues fade away? I can only assume that perhaps either they were mistaken and the other item was indeed included, and that they were confused, or that this was not a big deal to them, for whatever reason. Or that life simply kept on happening on their end and this is a non issue.
In the past we've never had an issue with just taking an issue off notice in our email, and will quickly move on to new issues that arise.
If trust was not an issue, as stated above, we had no reason to suspect the customer to be fishing for a partial, do other sellers suppose we ought to have simply refunded right away? Do you think that we've lost a repeat customer as a result?
Just curious how others feel about situations like this. This isn't the first.
