Are you having any of the following issues?
Getting in touch with a customer for the delivery.
The customer refuses to cooperate on a dispute.
Payment is owed to you from the customer.
Your item was returned to you, but it was damaged.
You believe there was malpractice on behalf of the customer.
How to handle buyer issues:
Try and leave as much written information as possible: the buyer can read it in their own time and has the opportunity to register what you say. This is also useful for evidence should it escalate
The quicker the response, the better: this shows the buyer that you are treating their order as a priority, and that you see it as important.
If you can’t fix the issue quickly, dates and figures are just as useful: saying you can find a conclusion by a certain date and time can often ease the tension in the short term.
Think from the buyer’s perspective: we often forget to see the other person’s point of view when it comes to escalations.
Remember, your items are valuable, unique, and often rare. Buyers are often very excited to receive their item, so if you receive any angry tones from them, it is often a disappointment.
Buyers can be challenging, keep calm. If their experience has been a disappointment so far, they will find any further evidence to support that.
Vinterior Tips:
- While we expect our sellers to handle these cases with the best professionalism, and to keep lengthy disputes at minimum, you are welcome to email info@vinterior.co for help on disputes.
- We have a small team dedicated to investigating your case, and to help find an amicable solution for both parties involved.
- 90% of cases can be easily resolved with a middleman, especially if there was some miscommunication or misunderstanding.