OK, so not everyone's a genius, but jeez...
Currently going through a crop of **bleep** matters, which I though I'd share.
1) Chappie calls me at work yest'dy arvo. He's bought an item, we've sent him the wrong one. I ask him for the part number, which he doesn't know. It's on the packaging, and on the invoice. When he finally gives me the number, I check it against his purchase... and find that we sent him exactly what he's ordered. There are two types of this particular item - he's bought Type A when he actually wanted / needed Type B.
He's adamant that he purchased Type B - which is quite impossible, because we don't actually have Type B listed, and haven't for some months. I point out that the listing clearly specifies that the item won't suit his purpose, to which he responds that he didn't buy that one at all, only clicked "Buy It Now" to check that the item location was correct and not a scam as he's been scammed several times before on Ebay, went back and clicked "Buy It Now" on Type B, and that "there's something wrong with your site"...
Happily, we have a sample of Type B on the shelf, so he's coming in on Friday to do an exchange.
2) Customer buys an item. We pack and post it the same day, and a day later get a message stating that they've bought the wrong one, and would like the other, will pay the difference. Again, we don't list "the other", as it's been out of stock for some months. I explain that the item's already been sent, but that we'll happily refund them once it's been returned. I check the tracking a week or so later (we're in Vic, they're in Queensland), and see that it's been delivered, and figure that it'll arrive back here in a week or so.
Tuesday, the buyer opens an Item Not Received case. I re-check the tracking, which hasn't changed, and respond with the tracking number and that tracking shows it was delivered a full two weeks ago. Buyer insists that the item never arrived - wasn't safe-dropped, they weren't carded, and no-one in the household signed for it. I ring Australia Post - they explain that showing "Delivered" means the item either went in the letter-box or was handed over at the door. He tells me to get the buyer to open a delivery dispute and gives me a reference number, which I've passed on to the buyer. I also suggested that the postie may have mistaken the "7" on the parcel's address for a "1" (we've had similar before), and that maybe she could check with the folks at number 1 and see if it landed there instead. As the case is still open, I fear it won't end well...
3) Not-terribly-impressed buyer phones. Item he's bought doesn't fit his application (again, there's two types that will fit his application, and they're sigificantly different in appearance, so he clearly needs "the other"). He wants a refund. I explain politely that we didn't sell him the item, so can't refund him. We don't sell the item in question online - we wholesale it to a couple of Ebay sellers, who on-sell it; he's clearly bought it from one of them, and has called us (the manufacturer) because it's our contact details on the McPacakaging. I can't understand why he wouldn't have called the seller whose details are on the invoice, but...
Nup. He won't have it - "I called this exact same number last week, and spoke to someone who told me it'd fit...". No, he didn't. If he had, he'd have spoken to me, and I'd have remembered. This goes on for another minute or two, with him getting more and more aggressive, before I get fed up and lay it on the line: we've never sold the item on Ebay. Ever. Go through our sales history. We're not allowed to, because of supplier agreements with a couple of major retail outlets we supply it to. He didn't buy it from us. Just didn't.
He fires back with "Isn't this Fred Nurk pty ltd?", at which point I give him the bad news - no. We're the manufacturer, whose name I gave when I answered his call. We sold it to Fred Nurk, who on-sold it to him. There's a pause, then he says "Well, then your application listing is incorrect!!".
Mind you, last month was the best we've ever had on Ebay, close to 25% better than our previous best month three years ago, so the successrate is still pretty good!
