Full Version: Order cancelled, should I refund anything??
From: joyce (JLADY) [#1]
19 Dec 2006
To: ALL
Should I refund anything to this customer......
Designer comes in orders 1000 paperweights for his customer. I collect
1/2 as deposit. He then changes qty to 500. In this case I am almost paid in full. I place order and pay with vendor (they are doing the decorating).
Today I get a call from designer and he says cust wants to cancel, is there anything we can do. I call vendor the order is done and ready to ship tommorrow. No refunds there.
Should I refund him the difference between our cost and his cost or not any???? Or keep a handling fee??
From: Dave Jones (DAVERJ) [#2]
19 Dec 2006
To: joyce (JLADY) [#1] 19 Dec 2006
From: Stunt Engraver (DGL) [#3]
19 Dec 2006
To: joyce (JLADY) [#1] 21 Dec 2006
You were simply fulfilling the customer's order, including a downgrade in quantity.
The customer won't want to hear no refund is forthcoming; but hey! They should be more sure of what they're doing before placing a custom order.
Reminds me of a story:
Many moons ago, I was in a deli with a friend and we ordered a sandwhich off the menu (by name).
When the sandwhich was ready, it turned out not to be what we thought we were ordering.
We asked the shop owner if we could "trade it in."
The man was as kind as he could be, but his answer was, "Please. Let's be reasonable boys."
We didn't press the issue. We knew that we had received what we ordered.
From: RALLYGUY (RALLYGUY1) [#4]
19 Dec 2006
To: joyce (JLADY) [#1] 21 Dec 2006
Nope,
You fulfilled your end of the bargain......they should on their end.....
The good news is that you having their money is not in dispute. :)
From: rj (RANDYJOYCE) [#5]
19 Dec 2006
To: joyce (JLADY) [#1] 21 Dec 2006
You have done what they requested even to reducing the quantity.
Unless there are special circumstances, you are late, this is major customer, you are deserving and should get your full price. This happens much too often and why we should never accept the order without significant down.
From: LaZerDude (C_BURKE) [#6]
20 Dec 2006
To: joyce (JLADY) [#1] 21 Dec 2006
Joyce,
I agree with everyone. No refund!
From: gt350ed [#7]
20 Dec 2006
To: joyce (JLADY) [#1] 21 Dec 2006
It doesn't sound like it but, IF it was a big dollar repeat customer AND the items were re-saleable, it might be different. But even with a repeat customer, if the order was for custom work, there should be no refund. You get paid; they get their goods.
From: Jim (RETAIL74) [#8]
20 Dec 2006
To: joyce (JLADY) [#7] 21 Dec 2006
I would want a little more info.
I would consider refunding my profit, especially if the person ordering the product did not collect the money from their customer. They could be out the entire amount. I would want to meet them part of the way.
Every circumstance is different. I should incur no costs for their customer's indecision. But if I can help a good customer out of a jam I will.
I find that somewhere down the road, I will need help getting out of a jam.
From: Laser Image (LASER_IMAGE) [#9]
21 Dec 2006
To: Jim (RETAIL74) [#8] 22 Dec 2006
I would consider refunding my profit, especially if the person ordering the product did not collect the money from their customer. They could be out the entire amount. I would want to meet them part of the way.
Every circumstance is different. I should incur no costs for their customer's indecision. But if I can help a good customer out of a jam I will.
I find that somewhere down the road, I will need help getting out of a jam.
I agree. Think about it from their perspective. They are in business and trying to make a living as well as you are. They are going to be out the amount for the entire order, why not be a hero and help them out a bit. Be open with them and tell them that you can't afford to take the entire loss but you will help them out and take some of it - you don't have to tell them it's just your profit you are giving up. It isn't fair you should take a loss on their mistake but I don't think you should profit from it either.
Just my .02 (.04 adjusted for inflation)
Gary
Edit: your cost should include landed cost plus a bit for the actual time it took to process the order.
EDITED: 21 Dec 2006 by LASER_IMAGE
From: joyce (JLADY) [#10]
21 Dec 2006
To: ALL
From: Harvey only (HARVEY-ONLY) [#11]
21 Dec 2006
To: joyce (JLADY) [#10] 23 Dec 2006
From: LaZerDude (C_BURKE) [#12]
22 Dec 2006
To: Jim (RETAIL74) [#8] 22 Dec 2006
I would consider refunding my profit, especially if the person ordering the product did not collect the money from their customer. They could be out the entire amount. I would want to meet them part of the way.
Sage advice Jim.
From: Peter [#13]
22 Dec 2006
To: ALL
a new order form/ contract, in duplicate. have it clearly printed and a section for signature.
Your order is a custom manufactured / printed item. As a result it incurs a non refundable and non returnable policy. you are now responsible for all unforseen circumstances, such as cancellation of order by your client, change of quantity and non payment by your client.
We will not under any circumstances re- nig on any portion of our agreemant with you. Therefore all payment will be due whether order is collected or not. Our non refundable 50% deposit applies with this order the balance is due on receipt of invoice.
------------------------------------
please sign here
Thank you for your custom and....have a nice day :B
Guess what, we have never had anyone not pay us as a result of a similar policy, including people that have told us there clients have changed quantities or cancelled orders etc...
And they still keep coming back... 8-O :-)
People know, they are not that dumb, if they appear to be, they are assuming you are actually the dumb one and are trying to take you for a ride...call their bluff...you will be respected for it in the long run...if you dont........well are you truly professional or are you just a shoot from the hip outfit ? :O) :B
regards
Peter ;-)
From: Peter [#14]
22 Dec 2006
To: ALL
Just so you know, we arent losing any custom to other Engravers as a result of our professional position, quite the opposite...
It really is refreshing for many customers/clients to be able to deal with the level of professionalism we offer, rather than a mealy mouthed, indecisive, unsure of own policy, easily manipulated two bit operation.
The end result is ....word of mouth spreads and you end up with what you sow.....Which for us is great to see, we've got fields of ripe quality wheat springing up...even in a drought !
Think about it and go with what you think is right..youve got to be comfortable with yourself..
We're just thankful we get the clients that want the level of professionalism we offer.
read my comments as you will B-)
regards
Peter