Hey all!
Recently I've begun to dip my toes into ecommerce and it's been going really well so far! However, I've had a situation come up recently that's been causing me a lot of headaches and I'm not entirely sure how to deal with it properly.
I've been dropshipping my products and some of them have been getting there pretty late - much later then expected. As you can imagine, this has resulted in some pretty upset customers emailing me. I've responded so far just by being honest and apologizing that their order is taking so long and assuring them it will come soon. This has quieted most of them down while the product has been on it's way, but a few of them just get angrier and angrier to the point of becoming pretty verbally (or textually?) abusive in their communications, which I'm not really enjoying dealing with. I can certainly understand their frustration (I wouldn't be happy either if my shipments were really late), but at the same time after I've apologized and let them know the status of their order and they still keep messaging me, I don't really know what else to respond with.
I'm just curious if any of you ecommerce guys/gals have strategies to handling the customers who start getting really irate? Do you just offer a refund and wish them well? Or do you just repeat your apology and hope that the late shipment arrives before they start messaging you again? Do you guys have any templates or resources you'd be able to point a fellow fastlaner to that might help?
Thanks for taking the time to read my post!
Recently I've begun to dip my toes into ecommerce and it's been going really well so far! However, I've had a situation come up recently that's been causing me a lot of headaches and I'm not entirely sure how to deal with it properly.
I've been dropshipping my products and some of them have been getting there pretty late - much later then expected. As you can imagine, this has resulted in some pretty upset customers emailing me. I've responded so far just by being honest and apologizing that their order is taking so long and assuring them it will come soon. This has quieted most of them down while the product has been on it's way, but a few of them just get angrier and angrier to the point of becoming pretty verbally (or textually?) abusive in their communications, which I'm not really enjoying dealing with. I can certainly understand their frustration (I wouldn't be happy either if my shipments were really late), but at the same time after I've apologized and let them know the status of their order and they still keep messaging me, I don't really know what else to respond with.
I'm just curious if any of you ecommerce guys/gals have strategies to handling the customers who start getting really irate? Do you just offer a refund and wish them well? Or do you just repeat your apology and hope that the late shipment arrives before they start messaging you again? Do you guys have any templates or resources you'd be able to point a fellow fastlaner to that might help?
Thanks for taking the time to read my post!
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