what is the percentage of customers wanting something for nothing?
Ranting
Short background, I'm fairly new to HAQM and learning its ways. I sell edible food item customized.
Most of the customers are awesome. Few give reviews, pointers on how to get reviews would be helpful.
Anyways the few bad apples make it hard. AKA one customer wanted a refund, because "All the got was edible paper with an image" Dude that was what you purchased, did you expect a car with it? Two things happeed with that. One HAQM, of course gave them money back AND gave me a bad mark on "voice of the customer" YEP should have set that car, or something I guess.
Now --- I got my next "Bad mark on Voice of the customer" Customer said "arrived late I don't want it anymore" SOOOOO HAQM gave them the option to return it (yep food item is returnable, HAQM working on the fix as I reached out) AND YEP they have not been able to 'ship it back'... Thats cause they used it and thought they wouldn't have to return it cause its a food item. HAHAHA bad customer you get no refund, by mistake. OOOO and it was not late, arrived a day early.
Question HAQM.... We get that they get their money back. but must you give us bad mark when they are clearly making stuff up just to get free stuff. AKA "edible paper" IS what is in the title and discription... so why are they upset for receiving just that.(Bad voice of the customer should not happen). And "arrived late I don't want it no more" When it clearly arrived one day earlier. Clearly should not give a "bad voice of the customer.
Okay rant over....
Anyone got pointers on how to get more customer reviews, I can not use Vine as most of my items are customized and has to be FBM. Thanks for the rant and any pointers!
(HAQM, I know you are following rules and my question is not one you can actually answer, did feel good to ask it though lol
what is the percentage of customers wanting something for nothing?
Ranting
Short background, I'm fairly new to HAQM and learning its ways. I sell edible food item customized.
Most of the customers are awesome. Few give reviews, pointers on how to get reviews would be helpful.
Anyways the few bad apples make it hard. AKA one customer wanted a refund, because "All the got was edible paper with an image" Dude that was what you purchased, did you expect a car with it? Two things happeed with that. One HAQM, of course gave them money back AND gave me a bad mark on "voice of the customer" YEP should have set that car, or something I guess.
Now --- I got my next "Bad mark on Voice of the customer" Customer said "arrived late I don't want it anymore" SOOOOO HAQM gave them the option to return it (yep food item is returnable, HAQM working on the fix as I reached out) AND YEP they have not been able to 'ship it back'... Thats cause they used it and thought they wouldn't have to return it cause its a food item. HAHAHA bad customer you get no refund, by mistake. OOOO and it was not late, arrived a day early.
Question HAQM.... We get that they get their money back. but must you give us bad mark when they are clearly making stuff up just to get free stuff. AKA "edible paper" IS what is in the title and discription... so why are they upset for receiving just that.(Bad voice of the customer should not happen). And "arrived late I don't want it no more" When it clearly arrived one day earlier. Clearly should not give a "bad voice of the customer.
Okay rant over....
Anyone got pointers on how to get more customer reviews, I can not use Vine as most of my items are customized and has to be FBM. Thanks for the rant and any pointers!
(HAQM, I know you are following rules and my question is not one you can actually answer, did feel good to ask it though lol
2 replies
Danny_HAQM
Hi @Seller_bqcTNd7dVgr4T- and thank you for taking the time to share these thoughts here on the forums.
I'm glad to hear most customers are awesome, but can appreciate there may be some bad apples in each bushel. Communicating with customers on product expectations, and ensuring your listing shares all information that a potential buyer might want to see as if they were looking at the item physically are best practices for navigating such situations, but it may be necessary to proceed through the A-to-z Claim or SAFE-T Claim processes on occasion.
Reviewing the Voice of Customer dashboard can provide helpful insights, but only you can determine how actionable the information there is. It can also be helpful in identifying what listings may have opportunities. You can see the guidance on this page to help resolve your CX Health issues.
Finally, I hope you are using the feature on requesting reviews from customers if Vine isn't an option for your business, and looking to provide great customer service to help drive reviews!
Thank you again for taking the time to provide this feedback so our teams can take it into account as they look to future product and programmatic developments.
Best regards,
Danny