So this lady bought a custom engraved cutting board from my shop, and two weeks later she messages me saying it's 'defective' because the engraving is too light. I offered to redo it for free, but she wants a full refund and keeps the board. I told her I can't do that. She then filed a chargeback. I sent the screenshots to Stripe, but honestly I'm second-guessing myself. Should I have just eaten the loss?
Customer Service
How I handled a customer who demanded a full refund
Nope. You offered a fix. She wants free product. Chargeback is a bluff half the time. Stick to your guns.
Did she send photos? 'Too light' is subjective. If the rngraving really is shallow, maybe just refund and move on. Not worth the stress.
She sent one blurry photo. The engraving is actually fine, I have the original file and my machine settings. I think she just changed her mind.
Chargebacks are the worst. Make sure you submit the proof that you offered a replacement. That usually wins.
Blurry photo = red falg. You're probably right. Still, some people just want to watch the world burn.
I run a bakery and had a similar thing with a custom cake. Customer said the frosting was 'the wrong shade of blue.' Wanted a refund AND kept the cake. I said no, they disputed, I won because I had photos before pickup. Documentation is everything.
Offering a redo is already more than most. She's just trying it on.
Also, if she keeps the board after a chargeback, that's technically fraud. Not that anyone will prosecute, but still.
Thanks all. I'll update when Stripe decides. Fingers crossed.