If you selling products online (or for that matter offline) as your home-based business, sometimes you get an order and a customer that just go completely south. Here’s an example from our week.
A customer ordered an item to be shipped UPS. It was a drop ship order. (You can read more about how drop shipping is used in a home-based business in Jump Start your Home Business with Real Drop Shipping, Drop Ship Scams, and Leveraging Multiple Drop Ship Suppliers.) After we had already ordered it from the supplier and after the supplier had shipped it, he called to cancel it. After we explained that it had already shipped, the customer began to make it “our fault” and say “we were to blame” for the error.
The customer then wanted to call UPS so that he could turn it around. So we provided the tracking number our drop shipper had given us. But alas. When things go wrong, they really go wrong. The drop ship supplier gave us a bad tracking number and by the time we could get the correct one, the item had already arrived at the customer’s home.
I think all you can do in situations like this is grin and bear it. We just did everything we could for this customer under the circumstances- which in the end meant sending him a pre-paid UPS label so he could return the item. And then refunding him in full.
As hard as it is, it’s important to treat these kinds of customers with the same respect that you would treat any customer. In the end, we lost money on that transaction, but at least we rolled with those punches. What about you? Do you ever have orders like this?