|Fri Sept 16 2011 016:54:46|
Should I Give eBay Buyer a Chance to Do the Right Thing?
By: Ina Steiner
Last month, a customer on the other side of the country contacted me to tell me his item had not arrived after 10 days. He was very polite and sincere, and he made NO THREATS of any kind. Not even a hint.
I had shipped his item with USPS delivery confirmation. Unfortunately, the item had only been scanned locally, and the USPS web site gave no indication that the package had ever gotten any further than my home town.
There is no doubt that my customer was absolutely telling the truth. He had not received it package. That much is clear.
The package was missing and the USPS delivery confirmation provided no additional clues. Because it was obvious that my customer was being truthful, I promptly and cheerfully shipped him a replacement item (also with delivery confirmation).
But that's where my "cheerfulness" and his "truthfulness" ends. The day AFTER his replacement item was delivered, his original item is finally delivered!! Yes it was about a week late, but it did arrive, and now my customer has TWO items for the price of one.
It's been over two weeks, and there has been NOT A WORD from my customer letting me know that he received two items. (It's not as though he doesn't know how to contact me.) I guess he wasn't as honest as I originally imagined.
We're only talking $20 here....so should I let it go and block the customer who apparently wants to keep "free" merchandise? Or should I send him an invoice or ask if he'd like to pay for it? Or should I ask him to return the extra item at my expense?
Here's the thing....he hasn't left any feedback yet. If I annoy him by asking him to return the extra item, or by asking him to pay for the extra item, he could neg me or ding my stars anonymously.
It's a little embarrassing to admit, but I'm one of the Ebay Sellers who can be easily intimidated into giving undeserved refunds, partial-refunds, or even free merchandise. Even when the customer hasn't actually threatened anything, I have this fear of how the feedback and DSR system can be so easily abused.
What would you do? What would your readers do?
"An Average Bowler"
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