Monday, October 29, 2007

Returns and Refunds

Fortunately we are in a nice position where we do not get too many returns/refunds. Maybe it is that the clubs are as good as advertised, maybe people give them to friends if they don't like them. I like to think it is the former rather than the latter. Anyhow, with our online business, we do not retain any customer credit card information. This assures that if anyone ever hacked into our database they would get some information that is slightly less useful than what you would find in the white pages except you might get someones preferred lie angle details.

I bring up this point because when we do receive a return or exchange we contact our customer immediately to let them know that we need their credit card information to process the refund.

I received a voice mail this morning from a customer that we tried to reach several times so that we could arrange a refund. Rather than calling us back, he waited 60 days and called his credit card company instead of calling us back. After he called his credit card company he finally got in touch with us. Rather than following up on the refund he told me that we were "reported" to the credit card company. I asked why he did not just call us first to get the refund. I did not get a response. I promptly refunded the order - no questions asked per our policy. Now I have a packet on my desk from the credit card company that will require a ton of paperwork and phone calls to resolve. I have to say, it is a frustrating start to the week.

I would be elated if I found out that the online merchants I deal with discard my credit card information. I always shake my head when someone unloads on us because we don't keep their private financial information in a database.

If you need a good reason to get upset with us here are the top 5 (not that any of these EVER happen):
  1. club missing from order
  2. UPS Tracking Number not showing any detail
  3. you forgot my free ______
  4. forgot to ship a head cover
  5. Bought something that went on sale shortly after

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