A good message to send to customers asking for refund.

See you vader · May 21, 2020

As drop-shippers we are affected by the delays of the logistics due to the covid situation.
Many customers are asking for refunds.

Can someone here write out a good message/email to send all customers to let them know about the delays, and to also ask people who demand refunds to hold back and wait a little longer.

This will be very helpful.

DesignCamp · May 21, 2020

There are professional writers on fiverr who can do this

MisterF · May 21, 2020

Due to the global issues regarding CoVid-19, we regret to inform you that we are currently experiencing shipping delays due to matters outside of our control. We thank you for your patience & understanding in these difficult times, but rest assured we will get your order delivered as soon as we possibly can.

Crazyfire · May 21, 2020

About refund demands - If your margins allow that, why not give them a small gift for waiting? e.g. some small/funny stuff from aliexpress that costs about 1-2$? They will be super happy to wait and you wont need to issue an refund.

Nandhugp · May 21, 2020

MisterF said:
Due to the global issues regarding CoVid-19, we regret to inform you that we are currently experiencing shipping delays due to matters outside of our control. We thank you for your patience & understanding in these difficult times, but rest assured we will get your order delivered as soon as we possibly can.

Go with this one

Digitly · May 21, 2020

MisterF said:
Due to the global issues regarding CoVid-19, we regret to inform you that we are currently experiencing shipping delays due to matters outside of our control. We thank you for your patience & understanding in these difficult times, but rest assured we will get your order delivered as soon as we possibly can.

You nailed it

See you vader · May 21, 2020

MisterF said:
Due to the global issues regarding CoVid-19, we regret to inform you that we are currently experiencing shipping delays due to matters outside of our control. We thank you for your patience & understanding in these difficult times, but rest assured we will get your order delivered as soon as we possibly can.

Looks a little too short, no ? I was thinking about giving them some details to make it seem more believable ?

Fuazii · May 21, 2020

You can't beat @MisterF response. However, some of these could help:

https://www.campaignmonitor.com/blo...xamples-to-guide-your-changing-business-plan/

aristocratic · May 21, 2020

MisterF said:
Due to the global issues regarding CoVid-19, we regret to inform you that we are currently experiencing shipping delays due to matters outside of our control. We thank you for your patience & understanding in these difficult times, but rest assured we will get your order delivered as soon as we possibly can.

Problem Solved

Digitly · May 21, 2020

See you vader said:
Looks a little too short, no ? I was thinking about giving them some details to make it seem more believable ?

trust me you don't want to write an essay, short is better

MisterF · May 21, 2020

See you vader said:
Looks a little too short, no ? I was thinking about giving them some details to make it seem more believable ?

To be honest; people don't give a shit if you got burgled last night, your grandmother died, your wife has run off with your sister or your supplier in China is closed.

They paid for their stuff, they want it now. If you show a little compassion, keep it short and sweet they'll be more responsive to your situation. Start crying the poor tale and they'll not be interested in what you're saying.

MaxGuard · May 21, 2020

MisterF said:
To be honest; people don't give a shit if you got burgled last night, your grandmother died, your wife has run off with your sister or your supplier in China is closed.

Really? I thought in special situation like "your wife has run off with your sister" - customer needs to wait legally...

OP - You can create a HAF thread, use the message MisterF wrote (he have experience, i'm sure) or refund them as the lockdowns are uncertain right now so you don't know when you'll be able to process their orders.

NX_NULL · May 21, 2020

give them an ETA.
They need to know when their order is going to arrive.
Who cares why the order is delayed, They need to know when its finally going to arrive to them so they can decide either cancel their order or keep waiting

SocialEyez · May 21, 2020

NX_NULL said:
give them an ETA.
They need to know when their order is going to arrive.
Who cares why the order is delayed, They need to know when its finally going to arrive to them so they can decide either cancel their order or keep waiting

Some people are more prone to excuses, but i tent to agree the ETA is a more important factor. altough OP have no control over it, and just want to "buy time"

TheRumBaron · May 21, 2020

As this is an activity that could save or break you, I would;

A) Get a professional writer to draft up a quick apologetic email.
B) Offer customers a 20% or whatever your margins can afford discount and take the hit to save reputation and bad feedback etc.
C) Where you are able to offer refunds based on supplier, i would start offering the discounts on a case by case basis
D) Pray your socks off suppliers find a logistical solution soon
E) Make sure you have your ass covered by having the correct information/notices up about delivery delays
F) Find out which suppliers are operating better and delivery network is sound and heavily promote those products to mitigate against your potential exposure from the above.

Just a couple of ideas off the top of my head, some of which you may have already done but hope it helps!

Good luck buddy

joeemmanuel · May 21, 2020

MisterF said:
Due to the global issues regarding CoVid-19, we regret to inform you that we are currently experiencing shipping delays due to matters outside of our control. We thank you for your patience & understanding in these difficult times, but rest assured we will get your order delivered as soon as we possibly can.

Perfect

See you vader · May 21, 2020

PHP-Rockstars said:
Really? I thought in special situation like "your wife has run off with your sister" - customer needs to wait legally...

OP - You can create a HAF thread, use the message MisterF wrote (he have experience, i'm sure) or refund them as the lockdowns are uncertain right now so you don't know when you'll be able to process their orders.

Refunding them means that you'll lose all the money spent on ads. (also what's an HAF thread)

dennisyu · May 21, 2020

I don't think it matters whether the explanation is short or long. When consumers are fed up and annoyed they just want the refund, unfortunately.

MisterF · May 22, 2020

See you vader said:
Refunding them means that you'll lose all the money spent on ads. (also what's an HAF thread)

Refunding them because you can't deliver on time is one of those things, and the fact you've spent money on ads is irrelevant. Better you refund them when they ask, then then doing a chargeback and leaving you poor feedback etc.

yherrliche · May 22, 2020

MisterF said:
Better you refund them when they ask, then then doing a chargeback and leaving you poor feedback etc.

This. Also they might buy again in the future if they see you're an honest business.

A good message to send to customers asking for refund.

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