Impatient Customer - Need Advice

[adam_c]

hello everyone, I was just searching for some advice. right now I have a customer who has purchased two ball pythons from me. he sent the money roughly 2-3 weeks ago (maybe a little less) I explained to him that all of my shipping is done weather permitting and right now its getting too cold for comfort for me (low 20's at night, sometimes colder) he is growing extremely impatient and I received a text message from him about 4-5 days ago stating that he wanted his money back. I explained to him that I don't want to risk the animals lives and take any chances etc etc. after a while he agreed to just wait it out. well, today I received another message asking for his money back yet again. now here is where my question lies, what is everyone's policy regarding refunds? (in this particular situation) obviously I want to keep the customer happy and what not but do I just straight up give him his money back and be on my way? I feel its a bit unfair to purchase animals and then just a few weeks later ask for a refund because you don't want to wait any longer. (especially after I personally have bought numerous animals during the winter months and have had to wait months and months to receive them) I hope this doesn't come off as rude or anything because that's what I am trying to avoid. I am just trying to look for some friendly advice so everyone can be happy here.


thanks a bunch!

[Lizardlicks]

I would just give him the money back and cross him off the list of future customer. A person that can't understand snakes are living animals with needs and not THINGS to be tossed around at his whim probably shouldn't be a reptile keeper.

[gameonpython]

I bet he's concerned that you might be a scam just trying to steal his money. Has he ever bought from you before?


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[John1982]

I'd also just refund the guy and avoid dealing with them in the future. What are your sales terms?

[adam_c]

He has not bought from me before. And as far as sales terms go, it doesn't really cover this situation. I can't really put "all sales are final. If you want to back out of a purchase your money is only good for credit towards another one of my animals" :p I feel like that is kind of low. But okay, I will just refund him the money and chalk it up as a loss. If anyone else wants to chime in please feel free. Or if you have any similar stories to share go ahead.

Thanks!!


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[Stewart_Reptiles]

Customers like that are just not worth the trouble and drama, I would refund the money and never do business with him again.

[John1982]

10-20% nonrefundable deposits are pretty common these days. Basically made for customers like this that make you pull ads for weeks only to back out in the end. Did you tell him before he paid that shipping might not be possible for a while? If not, and he's new to mail order snakes, I could understand him getting cold feet.

[adam_c]

In my ad it clearly states shipping is done weather permitting. I am going to refund him the money and save his number so I know not to sell to him again. Thanks for all the input guys. I really appreciate it.


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[bcr229]

10-20% nonrefundable deposits are pretty common these days. Basically made for customers like this that make you pull ads for weeks only to back out in the end. Did you tell him before he paid that shipping might not be possible for a while? If not, and he's new to mail order snakes, I could understand him getting cold feet.

This. Also, since you don't have a Terms of Service I'd suggest you look at the ones from a few other breeders and make one of your own, and include that some percentage of the payment is non-refundable.

Personally if I were purchasing a reptile from someone in New England I wouldn't expect it to be shipped out until late March at the earliest due to weather.

[adam_c]

Exactly! And honestly, I thought that 10-20% non refundable anything was only for payment plans (a deposit to hold the animal) I wasn't aware people were regularly putting them in their TOS. I will definitely look into that and write one up.


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