It Depends

Kat Simpson Over the months and years Kat has been learning, talking and sharing about eCommerce, she has come to believe that EVERY SINGLE eCommerce Question can be answered with just TWO little words . . . . . . . .

It Depends

Care to challenge this belief?  Submit your Question below and if it is chosen to be read on air you will receive a FREE GIFT from Kat ‘n Karen shipped to your door for participating in our “It Depends” Contest!

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  • http://www.bubblefast.com Mark Le Vine

    Why does shipping, more often than not, cost more than the product?
    Grrrrrr!

    • katskloset

      Well, Mark, it depends LOL

  • Bruce

    Depends? Something an old person needs and wears?

    • katskloset

      shhhh Bruce – we’re trying to get past that connotation LOL

      got a real question for me?

  • http://www.udderlygoodstuff.com Danni Ackerman

    What do you do if you sell something, you had wonderful pictures and description… and they email and tell you it is not what they thought they were getting?

    • katskloset

      oh, Danni – I think you might be this week’s winner! Listen Monday to find out . . . . . cause the answer for this one FOR SURE depends on many factors . . . .

      • katskloset

        And Danni WAS the winner and her prizes are in the mail! Here was my answer – what do you think?
        Well, Danni, IT DEPENDS. Was this a $5 item or a $50 item? Do you want it back to sell again? Can you give a discount and keep them happy? Do you have more of them to send a replacement? How much was the shipping?

        All of these factors enter into your decision. In my opinion, the first thing you do is respond to the customer and tell them how sorry you are that they are disappointed. Then you ask THEM how to make them happy with the transaction and go from there.

        It is always good to have two options ready if they push you to suggest a solution. For example “Would you prefer a full refund and you can donate the item to a local charity, or would you prefer that I give you a store credit so that you may purchase another item?”
        Keep those questions coming.

  • http://www.firstchoicehardware.com Brandi Rhodes

    Hey Kat,

    On eBay if you accept returns and the buyer does not contact you to state why they are returning a product should you refund their money. eBay rules state the buyers needs to contact the seller and ask for a refund no matter what the return policy states. If they just mail an item to an address and it may not even be the correct one for returns should you refund the money?

    Brandi

    • katskloset

      thanks for the question Brandi – it’s a good one and I’ll be pondering this one for a few days but I promise I will get back to you
      !

  • katskloset

    Brandi – you are this week’s winner and we’ll be answering your question on air in about an hour! Send me your shipping address so I can mail your prize! kat@ecomconnections.com and thank you!

    • katskloset

      This week’s winner was Brandi: On eBay if you accept returns and the buyer does not contact you to state why they are returning a product should you refund their money. eBay rules state the buyers needs to contact the seller and ask for a refund no matter what the return policy states. If they just mail an item to an address and it may not even be the correct one for returns should you refund the money?

      Well Brandi, again ‘It Depends’ . What is your desired outcome? Are you wanting to teach this buyer a lesson or build your business? What do you HAVE to do vs what SHOULD you do. As I read eBay’s rules – you would be fine returning the item to her and refusing the refund. However, IMO this would lead to her opening a case against you through either PayPal or eBay. Even if they sided with you and EBAY itself paid her back – you would still lose in several ways. 1 – you’d probably get a negative feedback and bad DSRs from the buyer 2 – even though eBay says these are not held against us – IMO there is a record somewhere? and if too many of these happen? 3 – you’d be stressed and frustrated and with one more person on the net bashing you. So – I would graciously email and let them know I received their return, what would they like me to do and if they want a refund give it to them. IMO this way you WIN in several ways 1 – satisfied customer who will probably return but at least have a positive feeling about your business 2 – you’ve got the item back to resell and try to recoup some of your money 3 – less stress and worry – deal with it quickly and get on with making money!

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