A Stupid Customer

Since returning home from Port A, I've been having a trying time dealing with one annoying - and dare I say, STUPID - customer.

When I checked my emails last night I was shocked to find a notification from Paypal (the firm that all my funds are processed through) letting me know that a customer had filled against me for non-receipt of an item.

I get at least one person a month who is lacking in basic brain cells and files one of these complaints. It is always a customer who has purchased an electronic product -- one that is delivered to their email. Even though I state in bold and uppercase letters on my "thank you" page that it is not uncommon for the email containing their pattern to end up in the junk folder, no one ever checks for it there. So some poor sap will wait weeks and finally file for a refund based upon non receipt. I have never been able to figure out why these people don't contact me first, but they don't. Lots of others do. I literally have this same issue arise an average of 3-4 times a week. People just don't read the notices.

What surprised me about this order was that it was placed on the 31st of December and she filed a non receipt dispute on January the 2nd. What the hell?

Now, it is true that I make a point of sending out electronic products within 24-hours of receiving payments on a standard work week (M-F). But while in Port A, I checked all incoming orders and contacted the customers to let them know their patterns would be late coming in and to offer to refund their money if that was inconvenient. She wasn't one of them.

So I read the complaint:

I ordered an electronic pattern and the website said it would be delivered in 24 hours. I did not receive it and she has not responded to me. I want a refund.


I checked the order she placed and responded with:

The customer clearly ordered a print product as identified with the uppercase word "PRINT" found on her receipt. And while the Thank-You page of my website does say all electronic patterns are delivered within 24-hours, the customer clearly did not order an electronic pattern. The Thank-You page states that print products are sent out in 3-4 business days from receipt of payment. If the customer would like to convert her order to an electronic product I would be happy to email her the file and refund the different. She only has to contact me to let me know how to proceed.


Before retiring for the night, I checked the dispute again and the customer responded:


I'm not sure what the difference is in electronic or print, either way i need the pattern. i ordered the print pattern expecting to get it. how long does it take. please explain to me and send me the pattern which ever way is faster so i can get this project done i already have the fabric and I'm just waiting for measurements.


I respond with:


The print version can be mailed out on Monday and will take 3-4 days to arrive. Or, you can choose to receive the e-version, which can be emailed to you within 24 hours of the release of the funds for this transaction. After you drop the claim and the funds are put back into my account, I can refund you the difference in price between electronic and print copy (plus S/H) and email off your pattern.


This morning when I get up, the dispute had been cancelled and the funds put back in my account. There were also two different responses from the customer. The first asking me to go ahead and mail out the print pattern. The second telling me to email her the pattern so they could get started on it. I responded with an email asking which way she preferred to receive the pattern; print or email. Some customers make the mistake of thinking they get both.

She responds with a nasty email telling me that she already answered this question and that I should read my email. She wants the electronic.

I generally use the paypal information to identify what needs to be sent out, the paypal info at the bottom of her email said "shopping cart"; so I sent her the electronic version of my shopping cart cover pattern. Not a minute after sending the email I scrolled down to delete her various other messages and come across the original order via paypal. I open it up to verify her order and find that she actually ordered the Infant Car Seat Cover pattern. I have to assume paypal was referring to her purchase via the shopping cart when that appeared in the later messages.

I immediately forward that file along with an apology and the correct files. I tell her to keep the other pattern, after all it was my mistake.

So, I'm out an extra pattern and have spent hours battling to simply communicate with a single customer. It's done. Over. On to the next agitated person willing to whip me for their inability to read or place an order on line . . .

But, oh no, it's not over.

I received another nasty email from the customer asking me why the hell I sent her the wrong pattern. Going on and on about how difficult this process had been. How hard I was to communicate with. Telling me if I was incapable of filling her order she just wanted a refund.

I calmly suggested she check her junk folder.

Awe, the peace and quite of an empty inbox.