If a customer calls with a problem on of his/her items in the order, the issue is "our fault"--missing/wrong item, damaged, wrong personalization, etc.-- and the cost of the merchandise is under $20, the standard resolution is to give the customer the option of reshipping, crediting back the cc used with no return needed, or a merchandise certificate that would be over the dollar amount of item(s) up to the twenty dollar limit (certs are issued in $5 increments a $4.50 item would get a $10 cert but a $19.99 item could only get a $20 cert) .
Me: Pink Flamingo Party Supplies and Novelties, this is Deevil. How may I help you?
EW: I just got my order and I think there is something missing.
Me: I can check and see what's going on. Do you have the order number handy?
EW: ____
Me: What's the name on the account?
EW: "EW"
Me: What item is missing? (only two items on order X, which is Valentines Day related, & Y)
EW: X
Me: And was there any issues with Y, or is the missing X the only problem?
EW: Y is perfect, I'm just missing X and I need it.
Me: (going in to set up a reship) Oh no. It looks like X is out of stock and we won't get it back for at least 6-8 weeks.
EW: (paraphrased) it should have been in there but it was not and I need it for a project...
Me: Well, I can't get that out to you but I do see Z, which is similar (and was about a dollar more, but I was willing to substitute), would that work?
EW: I saw that but it is not what I need. X was the size/design I need.
Me: I'm sorry I cannot get that out to you But I can either credit back the $6 to the credit card you used or I can get you out a $10 merchandise certificate that can be used on a future order.
EW: I guess if that's all you can do But I think I deserve something more $6 because I had to pay shipping and ramble ramble.
(both items together were at the lowest tier for the shipping so even if she had never ordered the missing item her shipping would have been the same price)
Me: If you go with the merchandise certificate that would be four dollars more than what you paid, a 66% profit. Did you want to do that?
EW: reiterates that she ordered the item and paid for it but it was not included in her order and now she has to go get something else and yackity smackity and she dissatisfied and is a teacher and she know a lot of teachers buy from us and she is going to tell people how we are and blah blah blah
Me: Okay So, did you want to do the refund to credit card or the merchandise certificate?
EW: I want the items that should have been in my order
Me: And if we had any in stock we would gladly get it out to you, but unfortun...
EW: You bet you would get them out I paid for it and it should have been in my order but it wasn't.
Me: And I do apologize it was not. But, since I cannot get any out to you, do you want me to send out the certificate or credit your visa?
EW: Just credit my visa and I want you to know that I am dissatisfied.
Me: Alright, I'll get that credited and make a note of your dissatisfaction
EW: <click>
Me: Pink Flamingo Party Supplies and Novelties, this is Deevil. How may I help you?
EW: I just got my order and I think there is something missing.
Me: I can check and see what's going on. Do you have the order number handy?
EW: ____
Me: What's the name on the account?
EW: "EW"
Me: What item is missing? (only two items on order X, which is Valentines Day related, & Y)
EW: X
Me: And was there any issues with Y, or is the missing X the only problem?
EW: Y is perfect, I'm just missing X and I need it.
Me: (going in to set up a reship) Oh no. It looks like X is out of stock and we won't get it back for at least 6-8 weeks.
EW: (paraphrased) it should have been in there but it was not and I need it for a project...
Me: Well, I can't get that out to you but I do see Z, which is similar (and was about a dollar more, but I was willing to substitute), would that work?
EW: I saw that but it is not what I need. X was the size/design I need.
Me: I'm sorry I cannot get that out to you But I can either credit back the $6 to the credit card you used or I can get you out a $10 merchandise certificate that can be used on a future order.
EW: I guess if that's all you can do But I think I deserve something more $6 because I had to pay shipping and ramble ramble.
(both items together were at the lowest tier for the shipping so even if she had never ordered the missing item her shipping would have been the same price)
Me: If you go with the merchandise certificate that would be four dollars more than what you paid, a 66% profit. Did you want to do that?
EW: reiterates that she ordered the item and paid for it but it was not included in her order and now she has to go get something else and yackity smackity and she dissatisfied and is a teacher and she know a lot of teachers buy from us and she is going to tell people how we are and blah blah blah
Me: Okay So, did you want to do the refund to credit card or the merchandise certificate?
EW: I want the items that should have been in my order
Me: And if we had any in stock we would gladly get it out to you, but unfortun...
EW: You bet you would get them out I paid for it and it should have been in my order but it wasn't.
Me: And I do apologize it was not. But, since I cannot get any out to you, do you want me to send out the certificate or credit your visa?
EW: Just credit my visa and I want you to know that I am dissatisfied.
Me: Alright, I'll get that credited and make a note of your dissatisfaction
EW: <click>
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