Impatient Customer - Need Advice

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! :)

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.

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

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

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.

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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Originally Posted by 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.

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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.

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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As you already mentioned, I would refund and in my "polite" way would remind him that your animals health is more important than anything else.
Thank him for his past business and inform him of the decline of services because of his lack of concern for the safety of the animal.

Because we all know IF you would have shipped and something went wrong that it would turn into a whole mess of a pile of smelly stuff from his end.

TOS:

http://cdconstrictors.com/?page_id=108

In my experience of privately selling reptiles (not ball pythons however), I make a point of taking a non refundable deposit usually 20-30%. I then however, do not request payment in full until the week before the courier is due to collect. This way people are less concerned that I am slowing things down to keep their money, and effectively running a scam. People are happy to wait for a smaller deposit, and that way you are being paid to look after the animal until YOU are happy to send it.

In future I would recommend holding the animal for a non-refundable deposit only, the moment you are happy to arrange shipping then request the remaining balance. That way there is less at stake, so the buyer worries less.

I do empathize with the buyer somewhat (I may get burned for this...)

I would never knowingly send an animal out in bad weather, or request one to be sent. However as a first time buyer from a new seller if weeks had gone by and the seller was reluctant to ship, albeit with due cause, I would still grow skeptical because their are a lot of con merchants out there! Each week, more doubt would surface. Its nothing that you have done, and its not the buyer being funny - blame the REAL scammers that have sowed the seeds of doubt in peoples minds!!

If your a relatively new seller and there is little existing customer feedback left for you its difficult/ impossible for potential customers to research reviews. This leaves only your word as the seller, a complete stranger asking for money for an animal which may have never been seen in the flesh. It can be difficult to trust sellers, it isn't always easy with horror stories of scammers floating around.

Once you have dealt successfully with someone, that doubt clears and people will likely be comfortable waiting longer. But until that relationship is established many people preemptively prepare for worst case. Scammer.

I hope that helps a little, its not meant to be judgmental so hopefully didn't come across that way! I think in these circumstances give the buyer a refund, and kindly explain that you would be happy for them to return business to you given better weather conditions, and that you understand why they may have been worried. Reassure them. Even if they don't come back to you, you can "sell" yourself in a positive understanding light - you never know who they may know.

Build positive rapport with your customers.

all the best for the future :)

Also, make a point of obtaining feedback from customers and posting it online either a website, blog, testimonial or what ever. This just gives the buyers a point of reference for research. The more positive the feedback the more reassured a new buyer will be :)

I agree with everyone here. Just refund him and scratch him off your list of business. I am a very anxious person and when I want something, I want it now, but it's different when you have a live animal at play here. People like that are a problem waiting to happen.

I understand you sellers of snakes but....
I'm at home with my kids we pick out our new pets for hours or weeks like we do.and then no fault but mother nature screws my next day package out over a month? NO now I'm sitting here with a disappointed family and no money to go elsewhere that can fulfil my order in a timely manner.
has there been no brake in the weather? Why would you even offer to ship from your location that time of year?if your months without the ability to ship. He didn't know your local weather forecast. Save the frustration and ship in spring.
It's part of the contract if you ask me.
you said give me x amount of dollars for x amount of service that you did not render.so instead of saying that's the cost of operating a biz your looking to pass it on to the consumer who did nothing wrong but help your wellbeing by supporting your biz in the first place. He will tell anyone who will listen and even if it cost you only a few sales it would have been smarter to do the right thing in the first place. give him his money

Pardon me if this comes across as rude but...I am starting to notice that there seems to be a general attitude in the reptile industry to put buyers on a "black list" over a single infraction or perceived infraction. Usually this is to avoid any drama or possible hassles. I personally find this a strange way to run a business and don't see this attitude in other industries. Difficult customers are just a normal part of doing business when your business is selling. Nobody likes dealing with these type of people but you do it for the sake of your business.

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Originally Posted by Mykuhl

Pardon me if this comes across as rude but...I am starting to notice that there seems to be a general attitude in the reptile industry to put buyers on a "black list" over a single infraction or perceived infraction. Usually this is to avoid any drama or possible hassles. I personally find this a strange way to run a business and don't see this attitude in other industries. Difficult customers are just a normal part of doing business when your business is selling. Nobody likes dealing with these type of people but you do it for the sake of your business.

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We do it in the automotive field and towing too.
Not worth any amount of money to dal with problem children.

i understand the worry abut funds being out in the open without product or service rendered but at the same time if he/she is a responsible reptile owner then he/she will understand the danger posed by shipping in cold weather.
every site you go to will have the exact same disclaimer that if there is bad weather shipping can be delayed, it shouldnt be surprising.
that being said i think to be on the savvy end of your business you can improve by taking a deposit of an amount you deem reasonable to ensure your customer feels as secure as you wish the reptile itself to be in the transaction.
at a time you appoint as a god ship date require your customers to pay the balance in full and set things into motion. reptiles will be as safe as possible and the customer onn the other end wont feel cheated.
i would also have a disclaimer about refunds just to C.Y.A. and if a customer becomes abusive dont forget to exercise your right to refuse service to anyone.

As a Buyer, I have had two instances where I was purchasing a snake with the possibility it would not be able to ship due to weather. Both times I paid half the money up front and agreed to pay the second half at such time as delivery was possible. The first time, a 3 day window opened up about two weeks after the initial payment. I paid the second installment and received the snake. The second one is still in the Seller's possession and likely won't be shipped until March due to the fact the Seller is in the Chicago area. This is how I intend to handle this situation as I become the Seller.

Not saying the OP didn't do so, but I think it is the responsibility of the Seller to make it very clear, up front, to a Buyer that there is a possibility the shipping window could close and delivery could be delayed. This should be done as early as possible when a purchase seems likely, especially if it is a first time online Buyer which again is the responsibility of the Seller to ask and know your customer. Saying it's posted in the terms is a bit too hands off bordering on lazy. Remembering there is a heightened anxiety level for a Buyer with every aspect of a first online transaction since they will never had a chance to hold, see in person, or be able to assess the general health/condition of the animal before receiving it. I think a Seller needs to go the extra mile not only to give them a comfort level, but to potentially build a repeat customer and a great Word of Mouth advocate. This industry is all about two points, reputation and quality. If you don't develop and promote the former, you may not get another chance to provide the latter.

As painful as it may be, I would refund the Buyers money and see if you can still salvage a sale in the future. I feel the OP didn't lay the ground work well enough to put all of this in the category of a difficult Buyer. Also, if you don't have any feedback for a BOI, you certainly wouldn't want your first to be negative. Just my $0.02

He's probably new to the whole herp world . Anyone in this hobby understands when to ship ad when not to . Idc if it even calls for nice weather in the middle of the winter no matter who I purchase a animal from I will not have them ship until i know it's nice out for weeks . I'm more concerned for the safe arrival of my animal then I am of my impatience ..
I would refund him . Then after explain to him the importance of ur animals and u don't have to black list him u csn do future bizz with him but make sure he understands that if it's not safe to shop u won't and then make sure u note that on ur site/page .
And good luck

Quote:

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Originally Posted by Mykuhl

Pardon me if this comes across as rude but...I am starting to notice that there seems to be a general attitude in the reptile industry to put buyers on a "black list" over a single infraction or perceived infraction. Usually this is to avoid any drama or possible hassles. I personally find this a strange way to run a business and don't see this attitude in other industries. Difficult customers are just a normal part of doing business when your business is selling. Nobody likes dealing with these type of people but you do it for the sake of your business.

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There is one in the firearm industry, which due to federal regulations in the US is a lot smaller than the herp world from a seller standpoint. There are quite a few more buyers though. It usually takes a lot to get put on it though. It's also not a public list.

As for the OP, if the seller can't ship the critter due to cold weather, so what? In the reptile business the seller is on the hook, potentially for weeks or months, to feed and care for that critter until the weather improves. If the snake needs to go to the vet, the seller covers that. If the snake dies I get a refund. The risk is all on the seller, not the buyer.

This business model is exactly the opposite of what I've encountered in the horse world. If I purchased a horse and needed it shipped across country, once it was paid for, title would transfer to me - as well as any associated costs with feeding, boarding, vet, farrier, etc. even if it hadn't arrived in my stable yet.

I'm very upfront regarding shipping and the weather. I'm in Phoenix so I have the heat to worry about rather then the cold; however, in the winter my weather is perfect but I have to worry about where the package is going. Even though my terms are outlined on my website I warn people before they send any money if I feel the weather will be an issue. For example, when your in NJ and its 70 degrees you don't realize it may be 108 degrees in Phoenix. In over seven years of shipping I've never had an issue with a customer losing patience. Some have been bummed out that their snake will come next week rather then this week but they end up happy in the long run so it works out. I think many issues can be avoided if addressed up front...

First off, this is all said and done and a semi old thread. I want to make it clear to everyone on here I made is VERY CLEAR that I wouldn't be able to ship to him. It also said it in my initial ad. I refunded him his money and very politely explained to him that the animals well being and safety means more to me than the money. Even though I didn't have a whole TOS written up, there were bullet points on my ad that stated shipping is done weather permitting. Now, some of you have given great advice such as taking non refundable deposits and paying installments. I wasn't very aware people did this on out right purchases. I thought it was only a payment plan deal. But now that I know, that is exactly what I will do from now on. Thank you to everyone who gave great advice. I really do appreciate it! This thread can die out though because like I said, it's been all said and done for quite some time now.

Thanks again guys!


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Quote:

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Originally Posted by Mykuhl

Pardon me if this comes across as rude but...I am starting to notice that there seems to be a general attitude in the reptile industry to put buyers on a "black list" over a single infraction or perceived infraction. Usually this is to avoid any drama or possible hassles. I personally find this a strange way to run a business and don't see this attitude in other industries. Difficult customers are just a normal part of doing business when your business is selling. Nobody likes dealing with these type of people but you do it for the sake of your business.

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A bit of subject but I want to address this.

I can understand your views but there is a difference to make between someone who does this for a living and someone who does this for a hobby. (most people here do not do this for a living)

I have work in retail on and off for 20 years from sales person to district manager so I do know a bit about difficult customers and dealing with them, now when it comes to breeding and selling snakes it's a different story I do this as a hobby.

By doing this as a hobby it means I do something I enjoy, and I am passionate about, dealing with what can be a potential difficult customer or one that care more about himself and what he wants (for example getting animals ship in borderline weather conditions) versus the the safety and health of my animals is not something I have to deal with. I do not do this for a living, and while I do make a profit I do not rely on this to pay bills so I can afford to be picky and sell to whom I chose to sell to.

Does this attitude cost me sales? Probably but it also leads to sales since people appreciate people with ethics who value their animals more then the $$$ signs and make their animal's health and safety a priority.

Do I have a black list of people I would not sell to? Yes I do because I have principals.

How did it go? I don't think you legally need to do anything, you have already sold the animal, but I would have refunded for fear of bad feedback.

I join the voices opting for a deposit. That is done a lot in Sweden(no shipping involved though, usually it's just a way to hold a baby until it's old enough).