When something goes wrong

In previous blogs, we have discussed the importance of communication with your customer. This becomes especially important when something goes wrong with a delivery. It is doubtful that there is a single supplier in the world, that has not had ‘one of those orders’ where, despite everyone’s best efforts, it has just not run smoothly.

Looking online there are a number of sites offering versions of the following advice to consumers.

• Contact the retailer: Reach out to the retailer’s customer service through their website, email, or phone number. Provide your order details and express your concerns about the undelivered product.

• Check the retailer’s policies: Review the retailer’s policies regarding undelivered products, including their refund and replacement policies. This information may be available on their website or in the terms and conditions.

• Dispute the charge: If you paid with a credit card, you may have the option to dispute the charge with your credit card company. They can investigate the situation and potentially issue a chargeback if the product was not delivered as promised.

• File a complaint: If the retailer is unresponsive or uncooperative, consider filing a complaint with consumer protection agencies or contacting organisations, such as the Citizen Advice.

• Seek legal advice: If the situation remains unresolved and involves a significant amount of money, you may want to seek legal advice to explore your options for further action.

• Remember to keep records of all communication and documentation related to the purchase and delivery of the product.

But looking at all of this from you, the supplier’s point of view, it is pretty clear that there is potentially considerable time and money to be lost should things proceed to the point of involving credit card companies, let alone proceeding to a legal challenge, whether or not you win.

Dealing with larger, European companies, our own business as the consumer, has fallen foul of this ‘wall of silence’, even to the point of having to complain about how bad the Chat Bot, that one company was using as their complaints handling system, handled our complaint.

We, as small business owners and operators can score heavily here against larger organisations, by simply looking at the potential lifetime value of a customer and not just on the value of the one order. If you actively pick up a phone and call your customer about their complaint, it is a pretty safe bet that you can, with some sensible compromises, keep them as an ongoing and returning customer. Now I am not saying accept everything on face value, but a bit of negotiation can work wonders!

Creatively Yours…

Creatively Yours Ltd helps businesses like yours succeed online through website design, and website development in Kettering and Great Yarmouth. Our Helponomics system offers support and training as you need it and highlights areas that could increase your sales.

For more on our thoughts please find us on our social media channels Facebook, Twitter, Linked In, You Tube, Instagram or to read our previous blogs click Here. Then why not drop us a line to helping@creatively-yours.co.uk, or simply call us on 01536 23 98 98 or 01493 718 300