Yep, everyone gets 'em at some point!  Sometimes it's your fault, but as we have learned from actual data, the typical complaint occurs because the buyer didn't understand the listing, changed their mind or was shipped the wrong / damaged item.  So let's discuss replies you can use for your online business.

If you have read our prior articles, you already know that What the Buyer Says isn’t Always What the Buyer Means and How to Deal with Batshi*t Crazy Buyers, so you already know many key tactics to dealing with complaints, but in this article we are discussing common complaints from buyers who aren’t utterly insane or impossible....

THE COMMON UNHAPPY, BUT CIVIL, BUYER

Most of these buyers are super easy to work with. They are normal people who just aren’t happy for some reason. Sometimes they clearly explain the reason while other times it’s a total mystery. My favorite is “Where is my parcel?” …. With absolutely no information of any form whatsoever. Anyways, here’s a few great replies you can use regardless...

• I am so sorry to hear you dislike the _____! I look forward to making you a happy customer! Can you explain exactly what you dislike?
• Oh my goodness! I apologize that the ____ (item) showed up ____! Do you mind shooting me a few photos showing this damage?
• I sincerely apologize that the ______ is not to your satisfaction. We always want every customer to love their purchase. Can you send over a couple quick pics of the _____?

IT'S DAMAGED! (and it wasn't damaged when you shipped it)

In this specific case, you shipped a Damage-Free item but the merch arrived damaged and the damage doesn’t match the listing.  PLEASE do not assume the buyer is lying!  Carries DO indeed destroy parcels, so it is absolutely possible the buyer could have had their merch ran over buy a mail truck (yes, it happened to us!), punctured by a knife  or high-low (yep, it's real!), soaked in fluid from a different random parcel that leaked (Mmm-hmm. Been there, done that, threw out the wet t-shirt) or smashed from Lord-only-knows-wtf.  It seriously DOES happen, more than you would ever think.  So, take a chill pill and try to TALK to your buyer like a caring person! 

• Oh no! We would never ship a parcel in that condition. It appears the carrier may have damaged your _____. Can you kindly send photos showing the damage so we can file an insurance claim for you?
• Wow, it sounds like something crazy happened in transit to your _____!! Can you kindly send photos showing the _____ so we can figure out how to assist you best?
• OMG! I am so sorry!  We never want any of our merch to arrive like this.  Do you mind sending me a few clear pics of the damage so I can understand what the heck happened to your new ____"

IT'S DAMAGED (BUT THE LISTING SAID IT WAS DAMAGED)

Damage WAS mentioned in the listing but buyer didn’t read... yuppppp... those people actually exist.  They simplay buy it and plan to return it if it isn't what they love... because Amazon lets you return anything, everything and any-any-every-every-everything under the sun (and moon too).  So if you get nailed with one of those "Well I didn't have *time* to Read!" people, here you go:

• Hmmmmm. It does seem that you purchased the _____ and this listing does state that the _____ is ______. Would you like me to send you a copy of the original listing for your review then we can discuss it?
• I am so very sorry that you dislike the ______.  This listing did state that it is _______ but if you would like to ship it back I can exchange it for you for a different item on my site!
• I know the listing does say that the ______ is _____ but I also realize that not everyone has time to look at the listing.  However, I want you to be a happy customer so I am fine with giving you a ____ discount off of our next order, just make sure ya take a second to read the description area of the listing :)

UTTERLY INSANE CUSTOMERS

If your buyer is seriously nuts; uncooperative, swearing, theatening, saying totally absurd things... totally skip this article and instead read How to Deal with Batshi*t Crazy Buyers - trust me, you’ll find WAY better solutions! 

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