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Abusive Customer

by Seller_KJmU5xliSK0Bl

I received this message after an item had not been delivered yet by Royal Mail.

Not very happy with this in fact l am flumming mad at u where is my item it should of been with me by Tuesday which yesterday and I am still awaiting for it what a bad company u are and don't blame royal mail or the bank holiday at all. In fact I am very angry indeed with u and I will be contacting amazon customer services re this and telling them what a bad company u are. I have now missed his birthday but u don't care about that do u all u are bothered about is keeping customers money and not even sending the items out to us l want a full refund please compensation on top put back onto bank card as of now and don't tell me your sorry because I don't believe you I await your response back please. Do u understand me on this

The customer made A complaint about me, how can this happen Amazon customer services contacting me to resolve the issue. I have reported the message the customer had written. No response. The item was only A card so not tracked, not worth it. I did not reply to the message immediately I had to compose myself. I am getting punished for doing A service, which the customer thinks belittling.

Tags: INR (item not received)
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Seller_d8YGbIjNqwFxn
In reply to: Seller_KJmU5xliSK0Bl's post

That is not the nicest message but I have seen a lot worse.

I have had a few abusive messages from customers and whilst they are not nice you learn to sweep them to one side if you are doing everything you should do.

Often the more abusive the message the more likely they are a scammer. Some scammers do tend to get angry when they do not get what they want.

If it was sent via Buy Shipping you have nothing to worry about as negative feedback should be removed if it relates to delivery and if it goes to an A-Z the ODR should be removed (although that is not guaranteed)

If not sent via Buy Shipping you have the choice of refunding to stop a potential A-Z and negative feedback.

Don't do anything about the additional compensation as you are not required to give them anything other than a full refund for an item not received.

As for the complaint it does seem a more recent tactic for buyers to threaten to complain to Amazon. I think it is a tactic to try and hurry up a refund. At the end of the day if you sent the item on time and have not been abusive to the customer you have nothing to worry about.

I have had a couple of customers say they are complaining about me to Amazon and absolutely nothing happens.

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Seller_ZJhFeE3tNKzfh
In reply to: Seller_KJmU5xliSK0Bl's post

items getting lost in post or delayed happens to everyone from time to time, and how customers react to it will vary.

Most are understanding, this is ‘dramatic’ but to call it abusive to me would be a stretch.

My personal response? Given it’s a low value item, I’d apologise and refund. Really not worth getting bent out of shape over it.

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Seller_40ozsHlGqPuEL
In reply to: Seller_KJmU5xliSK0Bl's post

Yes, it is upsetting sometimes.

Thank fully 99.9% of customers are wonderful. However, it is the odd one who upsets the apple cart.

I known it`s not your fault whatsoever.

Personally, in this situation. I would just say sorry, give a refund and move on.

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Seller_4EEe5v90XrzCj
In reply to: Seller_KJmU5xliSK0Bl's post

haha that's not abuse. And in short Amazon probably don't care. I had a guy threatening to kill me and also buy products and leave negative reviews if I didn't leave "his" listing. He had no IP rights over the listing so I stayed on it. He purchased items and left negative reviews amazon did nothing. Think it is just part and parcel of selling on Amazon

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Seller_m4fZYr7VSq0bR
In reply to: Seller_KJmU5xliSK0Bl's post

This is a very offensive communication from the customer. Offensive to the English language and to basic standards of grammar. Clearly the education system in the U.K. is failing.

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Seller_Uo7DjOjHQDtfz
In reply to: Seller_KJmU5xliSK0Bl's post

Don't worry, I can't count how many Christmases I have ruined... It does make me laugh though when I look at the gifts that would have made someone's Xmas... back supports, hernia support, knee braces, etc... All I want for Christmas is a bunion corrector!

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Seller_d8WfbEccuaGMc
In reply to: Seller_KJmU5xliSK0Bl's post

Some people are so pathetic. The grammar and language too... HAHA!

Just refund, apologise and be done with it. No harm done.

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Seller_IQo80d99W2DzP
In reply to: Seller_KJmU5xliSK0Bl's post

Have you tried negotiating a rate with RM for a fully tracked delivery - although more expensive than Letter Post, you may find it is not that expensive, depending on how many letters sent, and as a tracked service, you can prove it was sent and also most get delivered in 2 to 3 working days with RM Tracked 48 Large Letter (that may cost you 1.89 up to 1Kg for example).

As a minimum, you can use CRL Letter rates, so most are scanned by RM when delivered (we add a bright sticker on the package to remind the Postie).

Then use Buy Shipping, and you get the RM rates, and protected to a degree against bad feedback and A-Z claims.

==

You say the Buyer was refunded, was that by Amazon A-Z Claim? - if yes, did you use Buy Shipping, and did that count against you?

==

Generally, with these annoyed customers, it can get interesting. Provide a screenshot (attach as a PDF) to prove that you sent the item, eg PO receipt/RM Collection receipt, etc. Apologise, and also explain that you offer a 2-day Premium delivery service which was not taken (if you offer that service). You can add that it is Amazon that show the estimated delivery dates and not that of the Seller, nor Royal Mail, but you will refund as goodwill, as it did not arrive on the estimated date. Remind RM is beyond your control, but most arrive on the estimated date.

If a new style delivery, and you have the post reference, ask to track, as some are delivered and the Buyer may not be telling the truth.

As a Buyer though, I much prefer paying a small amount extra to get a fully tracked delivery, so worth offering that service. (If offering 2-day Premium, to remind you would need Tracked 24 Large Letter).

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