I need advice!

jay helfert

jay helfert

Shoot Pool, not people
Gold Member
Silver Member
Yes, I have a problem and I'd like an opinion or two on how to handle it.

Some time back a guy ordered my book. Let's call him Mr. X. He paid me via Paypal, like a thousand others before him did. I shipped his book to him. After a couple of weeks he contacted me and told me the book was damaged in shipping. This was only the second time in over 1,500 shipments I had heard this. No problem, I asked him to ship it back to me for replacement.

So I wait and wait and wait some more and no book. Now he contacts me again a couple of times during the last week, and inquiries whether I've received the damaged book he shipped to me. I told him I have not, but when it comes I will gladly replace it. It has been nearly a month and I have yet to receive it, but today I got one more e-mail from Mr. X.

His tone had gotten quite ugly, accusing me of being petty by not sending him another book right away. He used profanity in describing my refusal to ship a $20 book until I received the damaged book back. He said he was prepared to file a claim with Paypal for his money back. Needless to say I did not care for this response. I felt I had done nothing wrong and did not deserve to be talked to like I was being unreasonable with him. I think if his manner had remained civil I would feel differently.

Now I'm not sure what to do. Do I just sent him a book or stonewall the guy? Right now, I'm still upset how he talked to me, so I don't want to act in anger. I did write back to him and tell him I was unhappy with the tone of his last e-mail and felt that I had done nothing wrong to him. There is no question that I did send the book to him promptly when he paid for it. He acknowledged receiving it. He is upset now that I even asked him to return the damaged book, without immediately taking his word.

It is only a $20 book, but I am hurt that he is accusing me of wrong doing.
 
Gotta have it back, even at your own expense at this point.

Claims must be verified and no free copies!
 
If I were in your shoes.. and I'm not.. I'd ship him a book.

Not wait for the other to be shipped back.

That's what I would do.
 
Based on what you're saying, I'd just send the cry-baby a book. I mean, if he's willing to file claims, etc... do you really want the hassle? Just make a note of the guy and never do business with him again.
 
Sounds like he is just trying to get a free book. It's pretty hard to damage a book in shipping. You made him a fair offer, if he dosen't send the damaged book back than I say its over. After his tone I would not send him another book without receiving the first one.

- Bill
 
He should have a receipt for the postage to prove he indeed mailed it. The Post Office receipts now have the shipped to zip code clearly noted on the receipt. If the weight is right and it is your zip code - well he mailed it. If not ?

You need proof of postage paid for the returned package.
 
Bad pr

Jay,

I completely agree with your response, however BAD PR travels much faster then good.

Send the guy the book and like others stated, keep track of his name.
 
Jay ship the book. It's just business, the guy probably don't know you personally. He might be a lying scumbag but often that's the type of customer you will be judged against. If you can treat that guy as well as your A+ attitude person you will be very successful. Ship him a copy on faith, if you never recieve the damaged book at least you got $20 and lost 2 copies at cost.

Don't sweat the small stuff!!
 
It seems to me that someone ripped off his book and he wants another one for free. I wouldn't send him one, but since I'm ready to buy your book I would send me one for free.
 
KingTuck said:
He should have a receipt for the postage to prove he indeed mailed it. The Post Office receipts now have the shipped to zip code clearly noted on the receipt. If the weight is right and it is your zip code - well he mailed it. If not ?

You need proof of postage paid for the returned package.
Click to expand...

This is true. There is always a receipt for shipping anything. I did ask him if he had a tracking number or delivery confirmation, and he said he did not. I didn't ask to see his mailing receipt. At this point it would probably only make him that much more upset if I did.

I'm pretty sure he posts on here, so He may read this thread. He'll know it's him I'm talking about.
 
Did you offer to cover his shipping back cost? How much does that run? Is this part of his consternation? I may have asked him to e me a pic of the book. Upon verification it was damaged, I'd ask him to e me a pic of it after he destroyed it and then ship him a new one.

Regardless of how this does or doesn't factor in, it doesn't make being an ass acceptable. However, being an ass in an email doesn't absolve you of making it right. JMHO.
 
Jay, I say expose this guy (if he is an AZ member) and also just send him a refund and don't give him the pleasure of getting another book and selling it! Less of a hassle for you also!


--Jeff
 
Good customer service...

Hi Jay;

It's gotten a bit more complicated with Mr. X getting ugly with you. Initially I might have simply asked him to document the damage by perhaps sending you a digital image of what exactly was damaged on the book. Then, either a partial refund or X sends you back the book for replacement.

Where you're at now, if I were you, I think I'd ask X to furnish you with some proof that he did, in fact, send the book back. Did he do delivery confirmation? How about a postal receipt with your zip code as the destination? Short of providing you with either of these, I'd tell him he's out of luck. And yes, he isn't going to take this well.

BTW, how can I order a copy? :)

Best,
Brian kc
 
KoolKat9Lives said:
Did you offer to cover his shipping back cost? How much does that run? Is this part of his consternation? I may have asked him to e me a pic of the book. Upon verification it was damaged, I'd ask him to e me a pic of it after he destroyed it and then ship him a new one.

Regardless of how this does or doesn't factor in, it doesn't make being an ass acceptable. However, being an ass in an email doesn't absolve you of making it right. JMHO.
Click to expand...

He was mad that he had to pay to ship it back to me. I like your idea of asking for a photo via e-mail. I'll remember that for next time.
 
Jay:

I feel for ya, buddy. It sounds like you're headed down the road of not accepting PayPal anymore for any future book offers, etc. I'd say for right now -- since there was too much "trust" given at the outset -- that you might have to take the lumps and send him a book. Then keep track of his username, address, etc. I agree with Bill (Marop) that this guy's trying to pinch a free book from you. That train has left the station, unfortunately.

For the future, you may want to insist on not accepting PayPal unless either A.) you know the person and have done business with him/her before, or B.) that you can verify someone's purchase history on a site, like, oh, eBay or the like. (That latter one is not an out-of-line request -- I'm starting to see this more and more. Much like folks in the Wanted/For Sale section want to see a certain minimum number of iTrader, some folks want to see your history on other sites.)

Sorry to hear about this situation happening to a genuinely honest and caring guy,
-Sean
 
If I did not like the tone from his email I would send him his money back. Some people you can not make happy and when they start to get hateful it is best to cut ties with them. Who is to say this will not continue to be an ordeal even after you send him a book. You never know what difficult people will come up with next.
 
A refund wiould have been great too. LEt him read his f'ed up copy too so he can think of you while he does!
 
Book

Hello JAY , If you made the shipping arrangement to get the book back you have to file a claim with the shipper , if the Mr. X make the arrangment he has to file a claim , this is the way it works .


Hope this helps , shipping clerk Felix
 
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