Ever throw Amazon under the bus? To "Delight" the customer?
I kind of just did that.
I had an order come in last night for 2 QTY of a cleaner that I sell. Bought the label with buy shipping So I packed it up and was about to run it out with my other orders when I got an email from the customer that said something to the extent of “Hey I only ordered 1 not 2!!”.
I was about to leave for the UPS store but hadn’t yet so I pulled the order.
Obviously the customer “screwed up”, So I just cancelled the order, refunded the label and told the customer"
“Yea, the only way to really fix it at this point is to refund your first order and you’ll just have to go back and order 1 unit and I’ll get it shipped out as soon as I see your new order. I just ship out the orders as Amazon reports them, and they indicated it was 2 units. Sorry about that sir, they must have screwed up somewhere. Thanks for your purchase consideration”
So then he emailed me back:
“Yea thanks, I don’t know what the deal was with them there. I just re ordered and make sure it said one this time. Thanks for helping me!!”
His new order just came in. For 1 unit.
I didn’t want to confront the customer with his error so I just agreed with him that it was Amazon’s fault and threw them under the bus on that one.
I wanted to “Delight” him. So did I do the wrong thing there? Should i feel guilty? Thoughts?
Ever throw Amazon under the bus? To "Delight" the customer?
I kind of just did that.
I had an order come in last night for 2 QTY of a cleaner that I sell. Bought the label with buy shipping So I packed it up and was about to run it out with my other orders when I got an email from the customer that said something to the extent of “Hey I only ordered 1 not 2!!”.
I was about to leave for the UPS store but hadn’t yet so I pulled the order.
Obviously the customer “screwed up”, So I just cancelled the order, refunded the label and told the customer"
“Yea, the only way to really fix it at this point is to refund your first order and you’ll just have to go back and order 1 unit and I’ll get it shipped out as soon as I see your new order. I just ship out the orders as Amazon reports them, and they indicated it was 2 units. Sorry about that sir, they must have screwed up somewhere. Thanks for your purchase consideration”
So then he emailed me back:
“Yea thanks, I don’t know what the deal was with them there. I just re ordered and make sure it said one this time. Thanks for helping me!!”
His new order just came in. For 1 unit.
I didn’t want to confront the customer with his error so I just agreed with him that it was Amazon’s fault and threw them under the bus on that one.
I wanted to “Delight” him. So did I do the wrong thing there? Should i feel guilty? Thoughts?
Seller_tzfX0jBLBCmu2
Sounds like perfect customer service. Roll on!
43 respostas
Seller_tzfX0jBLBCmu2
Sounds like perfect customer service. Roll on!
Seller_nkBcHPWfscgWg
I would have shipped 1 and refunded the other, but that’s me.
I have no problem throwing Amazon under the bus when they deserve it, considering how frequently CSReps tell buyers things are sellers’ fault when they are lying out of their… keyboards.
Seller_U6YKK4OOgB7e7
I would not tell a customer that a problem was Amazon’s fault. and I certainly would not confess to such a development on amazon’s forum, but hey that’s me. You’re probably right, I have been wrong a few (thousand) times in my life, so c’est la vie, sit eu cadere in quo sunt, let the chips fall where they may.)
Seller_Cp4or7ioel8T7
We have customers frequently accidently order the wrong amount. We simply ship one item and refund the 2nd item as a “customer return”. The customer gets a full refund for 1 item and receives the item they want and we don’t get a metrics hit for cancelling the order. No need to blame anyone, mistakes happen.
Seller_ZDGgATBGegBqy
For me, throwing Amazon under the bus is not merely good business, it is policy.
I find that it improves traction.
And it is becoming increasingly easier to do so with a straight face, for Amazon is increasingly becoming the real cause when things go wrong.
Seller_CxC3ZRTwqNem1
Sometimes customers ask why they haven’t received their refund after I issued it and I just tell them it might take amazon some time to apply the refund. Sometimes customers want me to ship a replacement before they return the item and I just point out that amazon doesn’t even show me the shipping address while the replacement order is in pending so I am unable to.
I’m not sure if those count as throwing amazon under the bus since I’m just telling the customer the truth of the situation.
Seller_Ri8V6EPBcMBIr
I bet you made the customer smile with your quick resolution(s)
Seller_y2Siy9f4A02oy
The wheels on the bus go round and round…
Seller_tjEFut1sYItOY
I have DELIGHTED a few customers too when the crew on the River messes up. Why blame ourselves when they are messing up orders?
