I need advice!

jay helfert said:
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.
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I would just send him the book, even if he is in the wrong and you are in the right. You may cost yourself lots more than $20 in sales from bad PR if you let your emotions get the best of you. Arguing or sending nasty email to the guy won't accomplish anything. Just protect yourself in the future from this sort of thing. Have some sort of disclaimer that the buyer has to agree to when making a purchase in the future to protect yourself. Something trivial that few people will probably actually read anyway.
 
You get my vote Jay

Jay,

I just ordered a copy of Pool Wars. Don't let this guy get you down.

Elliot
 
Jay, I think that it makes a lot of sense to always remain in control and choose our own battles....although you may be 100% correct, this isn't one that I'd select.

Small potatoes here, I'm sure that you've got much bigger fish to fry. :)

Jim
 
I would ask for a copy of the shipping receipt for the returned item.

The bottom line is that the customer used very poor judgement in using profanity to get the damaged book replaced.

While that language and insinuation would irritate me and make me not want to send the fellow anything but bad wishes, I would send him the book and even track it to be on the safe side, perhaps even insuring it.

No matter, this is water under the bridge. You've had a lot of water go under your bridge. :) Not to worry. Be happy. Send the book.

HOWEVER, in the future, the window to my world, would be closed to this individual. Be prepared for a troll lurking in the future. ;)

JoeyA
 
Did the idea cross your mind that he wants a refund.

As in no damage to the first book, he just figured you'd refund instead of sending another book. So he gets a great book for free. Which is why hes not sending you the first one back, because its not damaged.


I'd send out another book, if you get the (damaged) one back so be it. If not hopefully you broke even or even made a little money.

Good Luck.
 
Jay,

You are a good guy and you know inside that you are right. Unfortunately, it sounds like this guy is a tool. If the book is only $20, it seems to me that the $20 is much less expensive than getting into a pissing contest with this clown. I'd spend your energy on more positive stuff like you do now.

If you want to get nasty, contact Crawfish. I hear he knows some people...
 
If he can't of won't prove he sent the book back and the guy is a pain in the neck there's another option besides just sending the book. Send his money back. He don't need no War Book. Does he? If he can prove he sent a book back then there's no alternative than to send a replacement.

Legally I believe it's his baby and the shippers responcibility after it leaves your hands. Yea I know you want do the right thing. Sometimes we're forced into other things.

He shouldn't have signed for a book that came in with damaged packaging anyway. Wrong on 2 counts.


1000
 
Jay-

I would take the business advice of Walmart and other big retail outlets that are highly successful. You can return anything there and what is returned would amaze you. Just send the guy a new book and move on. I believe in Karma and if the guy is lying (which probably is the case is as it is an unlikely coincidence that both the book you sent to him was damaged and the book returned was lost in the mail), sometime he will get his.

I used to own a GNC store and they also had the policy of 'no fault' returns. People could use anything and any portion of it and return it for a full refund. It ate at me sometimes but like Walmart, they had a reason for doing it.
 
My .02

I don't think it matters who this guy is Jay, your reputation far exceeds any bad press you would get from this situation. If he can't provide proof that the item was shipped to you that's his loss. And if he really is questioning your integrity be it business or personal then he's a total nit. Best of luck Jay, I hope it all turns out for the best.

Kai
 
There's one in every barrel, isn't there Jay? If the guy isn't trying to run a cheesy little con on you, send him a book and be done with him. If he continues to hassel you, give me a call. I'll have Lou and Tony go over and see if they can work something out with him. Lou and Tony work in security for Steamer Cue Sports LTD. They're a couple of really swell fellows. :wink:
 
You know, I was just thinking. There is something we didn't take into account. Is it possible that this guys lives in an area that required mail delivery on horseback? Lot's of weird stuff happens to mail in these situations. Just watch "The Postman" if you have any doubts ;)
 
Jay, I have been in your shoes. I've written two books and sell them on an almost daily basis (collections of humorous short stories, not Pool Related). Selling that many, I've had a few damaged in shipping and have had to "make good" on the books.

I learned after the first one to require that the returned book be sent First Class with Delivery Confirmation and that the customer email me the Delivery Confirmation number as soon as he sends the book back. As soon as a damaged book arrives, I send another out.

If someone turns obnoxious, as it seems this guy may have, then I simply refund their money and get them out of my hair.

Some are under the false impression that when we write a book we get rich! I think only Danielle Steele does that... sure doesn't happen in the Flyfishing or Pool industry!

I know it's too late now for advice on how I handle those situations, but just food for thought for the future. Writing and selling your work is supposed to be FUN. Handling it the way I do will help keep it that way and it saves you a lot of trouble in the long run.

Bob
 
Underclocked said:
Send him a book, then post his name here so the rest of us will never have to deal with him.
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But... There's a chance, albeit a small one, that the guy did send the book back at his own expense. If he did, it's understandable that he's acting pissy. He's out money on top of money and has gone through a bit of aggravation.

Unless there's more to the story, I don't think convicting him in the court of public forum opinion is warranted at this point. Plus he's likely to read this thread, and some of it won't digest easily. Jay will soon know whether the guy is going to chill or be a wanker.
 
Thanks for all the great advice on here! I knew I could count on this crew to help keep me level headed. I just sent him a refund on Paypal. I don't want to take a chance on sending him another book. Too many funny things happening on this order. Thanks again.
 
Strange things are happening here. At the moment I sent Mr. X his refund, he was sending an apology to me, telling me how badly he would like to read my book. Now he has his money back and no copy of my book. This is all too weird.
 
move on

Jay,

You have already learned from KK9Lives post, just ask for a picture next time. Then you can decide if you want the book shipped back or not. If you do, the return shipping is on you in my opinion, good customer service. When you have 999 happy customers you don't let one unhappy one rock your world. I'd request at least a photo of the receipt showing he shipped something to you. If he has that, send him his money back or a book, your call. After over forty years in business when I get a problem customer I give them their money back and tell them to go away. Many of them are a great deal less happy then because they were just trying to get a cheaper price or something free. When they find out they not only aren't getting it cheap or free, they aren't getting it at any price they are usually very unhappy that they outsmarted themselves.

Murphy could have stepped in and the same customer that received a damaged book had a lost shipment on the return trip. However as others have said, what are the odds?

Whatever you do, listen to all of the advice about not bogging down involved with one bad deal when you have hundreds of good ones. Send him a refund, send him a book, tell him to go down to the beach and pound sand up his butt, but whatever you do get it done and move on.

Hu

(edit)
and as I was typing the situation moved on! Now you have breathing space and can decide if you want to sell him another book or not. If you do, make sure you ship it signature required. A lot of damaged goods are just thrown on a doorstep. I got a high dollar computer monitor with a forklift fork hole through both sides of the box that was just dropped on my doorstep!
 
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