Can someone help me with a recent customer complaint, and how to improve.

[erg-auto-electrical-wholesalers]

Hi All,

I had an irate customer upset about an item, they were upset because (1) the length of the item was 5mm shorter than what was described - set of alternator brushes.

They also ordered the springs to match, so I listed them and they purchased them 2 days later.

It was noted that he mentioned his car was off the road.

Anyways, I put the matching springs with the brushes as they were both for the same item - Alternator.

Next thing I know I get random messages threatening a refund as the item was shorter than described and the beush lead came out of the side. However, this is correct, and you only fold the brush lead around the back, and put it through the spring. Anyways, I am not sure he understood.. But, non the less, was seeing red.

I offered a paypal refund, but they were insistent they would contact paypal.

Even though I waited 2 more days to send the brushes with the springs they were upset as they just wanted the brushes urgently.

It was ordered Sunday, we have 1 day handling and 2 to 3 days deliver.

Would make it Friday for delivery anyway.

It arrived on Friday even waiting the 2 days to add the springs.

I am not sure what I can do to prevent the idea that they should be reliant on us. I personally wonder whether I should put a note in our title saying, 'if it is urgent, please see your local auto electrician'.

They went through the process of a paypal refund, and even though I could refund them. I mentioned I could refund immediately.

It was still the right part. I got accused of all sorts of things, but in reality, this was the right part

=/

Also, I am considering blocking this person.

Although I appreciate their business this is too rediculous form my perspective.

Any thoughts about taking the pressure of delivery times for urgent items.

Thanks

i could not refund the amount as they already sent a ticket to paypal.

The customer realised how they fitted in the end, and I also have my technicial support phone number. But maybe did not see it, or did not care.

Either way, not good.

They were happy in the end. But too much.

[bakeandfry]

First up, what measurements in listing?
Second, you sent two items together, did you do a combined invoice?
Third, you waited 2 more days to post and you say you have 1 day handling.
Forth, why cant you refund if buyer sent a ticket to paypal?

[erg-auto-electrical-wholesalers]

First up, what measurements in listing?

The length of the item

Second, you sent two items together, did you do a combined invoice?

They paid them seperately, he asked for another item after paying for the first.

Third, you waited 2 more days to post and you say you have 1 day handling.

Yes, they were related to each other. The same alternator. I assumed he wanted the springs to go with the brushes as this was another problem he was having, and would need to them to do it anyway.

Forth, why cant you refund if buyer sent a ticket to paypal?

How do you do that?

[erg-auto-electrical-wholesalers]

When I am in paypal, it says that they are currently reviewing this item.

[erg-auto-electrical-wholesalers]

YEY.. got the refund.

Thank you so so much for pointing that out.

i am so glad everyone here is here to help me

You are making this really helpful

[bakeandfry]

"The lenght of the item", i could not see any lenght of item, but that might just be me.
"They paid them seperately", why didn't you post seperately
"How do you do that?", send the money back, as in refund payment.

[chameleon54]

Maybe you need to add the measurements to your item description, or put in something like "replacement for manufacturers part number +++++++ if a non genuine part. I have had a fair bit to do with replacement parts and mechanics over the years and have to admit I would be a bit nervous about buying from you due to the lack of detail. Your business may benefit greatly from ebays part number system where you include all of the vehicle models your parts suit. ( the page that comes up first when listing car parts and you have to enter details or click the blue skip button option to get past it, you can enter all of the models the item suits.  ) This might take awhile first time, but could be worth the effort longer term.

As for the customer needing the parts urgently, it happens often in your line of work. Maybe push your handling time out to 3 days and add a note to your listing asking customers to contact you if they need the item urgently and that express post is available at extra cost etc. I sell a lot of obsolete car and machinery parts and often the guys that buy them, needed them yesterday. Having a truck or piece of heavy equipment broken down can cost these guys thousands of dollars a day if a contract and employees sitting around hinges on your part.

In your business, you HAVE TO have systems in place to mail the components promptly. ( prefferably daily )

[erg-auto-electrical-wholesalers]

Yes that sound good, change my handling time.

Also, the brushes were new. But they had been in their box for a few good years, so they probably oxided a little.

Nothing wrong with the end product. He told me the reason for the return was that they were old. Well yes, but I do not keep track of the date they were actually manufactured.

What do I do in that situation. I need to mark them as new?

They are new, just look old due to the oxygen. But I think that if I was to give this to an auto electrician they would understand this. It is just the general public.

=/

[pennyforum14 · Accepted solution]

List them as New Old Stock.

[erg-auto-electrical-wholesalers]

Ok.

You mean in the title description?

Or, in the discription better?