wwyd - timescale of reduced items

[moomum]

I reduced the cow t-shirts on the 26th which I think was Tuesday.

Before that a customer had ordered the same t-shirt full price and she recieved it on Tuesday.

She has asked (very nicely) if I can refund the difference to her, or she will order again (at the reduced rate )and return the original.

The offer will stop on Monday. There is no way she can get one back to me in time for me to refund her while the offer is still on.

I will probably do the refund for goodwill, but it's another one of those cases where the small people get hit - no one would dream of asking a larger company to do the same would they?

thoughts?

I'd like to respond to her so that she knows that I am pissed off about it but understands why and is not so alienated and insulted that she never shops with me again.

[Katiequiggle]

Well I don't know how much you have dropped the price but is it going to be worth her while by the time she has paid the postage to return it to you then paid the postage for the new one to be sent out. It might be worth you pointing this out to her. I'd be a bit fed up but am soft and so would probably give her a discount code to use off her NEXT purchase instead.

[friendlybaby]

As she can buy the reduced one today and return the full price one for a full refund I would be inclined to say as a gesture of goodwill you will refund the difference in price. I know of several people that have done that with big shops. NEXT have it happening to them all the time.

[Jen]

TBH i would do it to a big shop, I too would refund the difference but make it obvious its as a good will gesture.

[Miranda]

I would offer her a voucher off next order of the same amount and point out that that'll save her the postage cost of returning the tshirt

[moomum]

I wrote this:
"As a gesture of goodwill I have refunded you half the cost of your t-shirt. The idea behind the bargain of the week is that it is only valid between the days it is up on the website - if I kept refunding everyone who bought full price t-shirts before offers started I would be out of business!"

I hope that doesn't look too shitty but I am a bit peeved by it.

[Bear]

I don't blame you - I think she's got a flaming cheek tbh.

We've all done it - bought something then seen it reduced later on. Don't know about you but I get a bit peeved by it, wish I'd bought it in the sale, then I GET OVER IT, I don't ask for a flipping refund!

I think you've been more than generous, I wouldn't have done.

[baby-bean]

I think you've done the right thing Lisa.

[funkyfish]

Hi Hun,

I know I am a bit late but you have done the right thing!

I hate going to sale at the end of the season as I always feel I am letting my full price paying customers down! I really do understand.

I hope she returns and buys something else....

FF xx