Customer Claims That He Has Not Received Product 3.5 Years Later!?

by derekwong28 18 replies
I would like your opinions on how to deal with this. We have just received an e-mail from a customer who ordered a PDA case from us on 15.04.2005 saying that he still has not received his order.

Looking at the order record in our shopping cart, it was sent by ordinary air mail the very next day after the order was placed. We never received any complaints about non-receipt from this customer.

In the meantime, our shop has now closed ans we have surrendered our merchant account. I am wondereing what you may do in our situation? I am really quite shocked about this since the customer runs an e-commerce shop himself.

I am not sure we should entertain this enquiry and I don't think there is anything he can do about it. Since we do not intend to run our shop again, our reputation is not at stake.


-Derek
#main internet marketing discussion forum #claims #customer #product #received #years
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  • Profile picture of the author KimW
    How much is/was the case worth? Is it still available?
    You say your shop is closed, but do you intend to do any type of business again,where he might be a potential customer?
    To me,almost any opportunity to create good will and maintain a customer should be taken if available.
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  • Profile picture of the author Daniel Scott
    Ignore it. No retail shop in the world would honor someone who came back three and a half years later. No reason why you should.

    You said yourself the business doesn't even exist anymore! Send him back an email telling him that if you want. Might save you some headaches.
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  • Profile picture of the author jensrsa
    My view - chancer!

    No-one can reasonably expect of you to entertain this claim, whether the business is going or not.

    Email the client and say sorry to hear this but after 3.5 years there's nothing you can do about it.

    Jens
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    • Profile picture of the author Jenni Mac
      3.5 years! That is just silly isn't it? Why no contact from the buyer before? Tsk!
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      • Profile picture of the author thesuccesscoach
        Honestly this person is mucking you about - life time guarantees are if something happens to the product once they have got it. What happened here, he thought that the average product takes 3.5 years to ship to him - come on, that's just madness

        Just tell him/her that they should have contacted you before this, as normally if you don't receive after say 30 days you should make a complaint. Go to the post office and ask them how long it should have taken to ship then armed with that info, say are ya mad or what!

        Richard
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  • Profile picture of the author thesuccesscoach
    actually also check to see if a new model of the pda came out, perhaps he used the case, new model is out, old case does not fit the new model, thus thought he would get a new case for new model!!
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    • Profile picture of the author salamandar
      Most legal jurisdictions have a "limitation period" for the settlement of commercial disputes.

      If a legal proceeding is not commenced within the time period prescribed by law, the right to make that claim is lost forever. Even the best claim disappears simply because of the expiry of that period of time. This time period is called a limitation period or a prescription period.

      I've seen 2 years as a period but it may vary, depending on which jurisdiction you're governed by.

      Anyway, I'd imagine that you should have few legal risks.

      [The above is not legal advice but rather a basis on which you could obtain professional legal advice.]
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  • Profile picture of the author Scott Voss
    Derek,
    Just tell him you will ship him another one.

    That should get him off of your back for another 3-4 years. ;-)

    -Scott

    P.S.
    I recently recieved shipment of my MacTablet&Chisel!! I am so excited, it only to 2000 years to arrive but well worth the wait.
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  • Profile picture of the author Stanley Tang
    WTF????

    I will just ignore him. Probably just trying to rip you off cause he lost the original case. Or you can politely reply that your shop has closed and you no longer have these. Either way, don't ship anything to him.
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  • Profile picture of the author OnlineMasterMind
    Originally Posted by derekwong28 View Post

    I would like your opinions on how to deal with this. We have just received an e-mail from a customer who ordered a PDA case from us on 15.04.2005 saying that he still has not received his order.

    Looking at the order record in our shopping cart, it was sent by ordinary air mail the very next day after the order was placed. We never received any complaints about non-receipt from this customer.

    In the meantime, our shop has now closed ans we have surrendered our merchant account. I am wondereing what you may do in our situation? I am really quite shocked about this since the customer runs an e-commerce shop himself.

    I am not sure we should entertain this enquiry and I don't think there is anything he can do about it. Since we do not intend to run our shop again, our reputation is not at stake.


    -Derek
    lol

    That's pretty funny!
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  • Profile picture of the author Kim Standerline
    This is really funny

    If it had been a digital product, you could have sent him the download link again, but physical lol
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  • Profile picture of the author drmani
    Originally Posted by derekwong28 View Post

    I would like your opinions on how to deal with this.

    -Derek
    BUY him another one.

    Ship it out - and call him to confirm he received it.

    Ask for his reaction.

    Send out a PRESS RELEASE showing how you/your business CARES about clients.

    (Think NORDSTROM)

    Should be worth the cost!

    All success
    Dr.Mani
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  • Profile picture of the author TheRichJerksNet
    Ignore it... I just got a paypal dispute on a website that was paid for, done and up and running (and still is up and running) 1 Year later.. Website was done and paid for on Sept 2007 and then they waited until now to file a dispute.

    Paypal dismissed it ofcourse as the website is there (DUH!! Idiots) and ofcourse there is that 45 days thing with paypal, but even paypal told me to just ignore it my client probably just wants money..

    James
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  • Profile picture of the author SusanUSA
    Unless you offered a lifetime guarantee or other commitments, I would write and tell him you are so sorry that he didn't inform you within 30 days of his order, because then you would have been able to help him. Tell him your records show that you shipped it on (date) and suggest that he contact the shipping service for their follow-up. They will probably give him the same line . . .
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