Thomas Gassmann

The story of a most curious refund

2021-01-05: Or: how to do customer service effectively

10th June

Dear Customer,

Thanks for your Email.
Sorry to hear this problem.

1. Could you please share a few pictures about this problem for confirmation?
Don't worry,we will help you to solve it after confirmation.

2. If not convenience, we are willing to give you 3£ as a compensation.
Would you mind to keep it?

3. If you insist to return,please contact us directly.
We will share the return address in the next email.

Looking for your prompt reply.
Best wishes.

A few hours later

Dear Thomas,

[Seller] has closed your return request. The reason for the closure of your request is: Solved a technical issue

Seller comments: Dear customer,

Sorry our warehouse address will be changed recently,so we have to close this authorization for package safety.

Please check the messages and found the package return address we communicated in emails.

Sorry for the inconvenience.
Nice day.

27th June

Dear Customer,

thanks for your contact and sorry that we could not reply you on time because of weekend.

We will come back on Monday and offer you solution as soon as possible.

Thanks for your patience and understanding.

Wish you a nice weekend.

Yours sincerely

A few minutes later

Dear customer,

Very apprciated for your picture sharing.
Sorry that our products not satisfied you well this time.
Because you are a very respected customer to us.
No need to return,we are willing to full refund for you as soon as possible.

Usually it takes 2-4 work days to arrive to your account.
Please check your account later.

If you don't receive it,free to contact us.
Have a nice day.

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