Maybe I shouldn’t share this but it could be helpful to someone else creating a start-up business online, so here goes. We have had exactly six requests for refunds out of the thousands of orders we’ve filled in the past few months.
One was because the system “just wasn’t what I expected.”
One was because the project the system was ordered for was canceled.
One was because our paper did not work with a specific print-shop’s sheet-fed press and by the time we offered to send more paper free of charge, the deadline for delivering the final project had passed.
One was because a student was putting together a resume reel and between the time she ordered and took delivery she found a job.
Two were because the packages were completely mangled on their way to Europe.
Those are the breaks and we’re sorry things didn’t work out, but we were happy to refund those customers. Then we had one last week. No matter what we did we couldn’t make this customer happy. Our policies and our customer support which had been praised and appreciated by hundreds of people who had ordered exactly the same thing, were not good enough. Ultimately, this person wanted us to completely change they way we run our business and reconfigure our product specifically for his needs. We tried, but when he became rude in emails and on the phone I simply hit the refund button, leaving him and his complaints in the rear-view mirror. Wow, did that ever feel good. With one click we were completely free of any obligation to deal with this guy whatsoever. The lesson here is that as a retailer you need to remember that you’re always free not to sell your product to someone and surprisingly, that can occasionally be a real good decision.
We’ll do our damndest to make sure the nice folks in Chicago, Berkeley, Thessaloniki, Santa Fe, Twickenham, Mascoutah, Phoenix, Albuquerque, Helsinki, Alhambra, Brantford, Portland, Oak Park, Gilbert, Atlanta and Brooklyn get the most out of their Jewelboxing purchase.