requiring the participation of eshop owners!!!

we would like to do a "scenario analysis".
do tell us how would u all (eshop owners) react based on the following situations
(these situations are problems commonly faced by buyers)

1. How would u react, when a buyer comes complaining to you saying that the dress/top is different compared to what was written in the descriptions??
For e.g., the dress is not white (pale yellowish, creamish), but in the description it is written as "white". [some errors with the descriptions] and the buyer is clearly unhappy about the piece and is very disappointed at the purchase.. How would u react? give her a compensation? reinforce the 'no refund' policy'? or other ways??

(u may say that the customer should look at the picture properly since the picture is provided, but as we all can see, some sites photoshopped their pictures quite a lot. thus, it is not very accurate)

2. How would u react, if the buyer complains about the poor quality of the piece? the quality of an item may not be that obvious through pictures on the internet, the buyers usually discovers the type of quality after the piece is bought. How would u react?


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to get the ball rolling,

here's an issue brought up by a customer:

A customer bought a piece from Stop Shop Splurge. but when she got the piece, the piece was quite different compared to what was written on the website. The buyer brought this issue to the owner of the eshop...
the owner of the eshop offered a full refund. quote the buyer "i thought that was nice la that she offered to take it back and stuff. i guess its was how she handled the problem. thats why i still shop from her. u should try her stuff out."


i've asked Stop Shop Splurge to have her say in this issue:

"hi fashion truth

yes, there was such an incident unfortunately. we brought in this item and seeing we were still pretty new then, we had lack of experience when it comes to describing the item in hopes that customers get the best idea of how it is. it was totally unintentional that we described it rather inaccurately.

the customer came back to us stating that the item received was different from what was stated. we were really sorry about that. we apologised of course, but we felt that it wasnt enough as we are also shoppers ourselves and had much experience with good and bad deals online. we offered her a full refund for the item (despite the whole no refund policy) seeing as it was out fault. i mean, to us, we would like customers to keep coming back kinda thing, so we take feedback like this as a good way to improve ourselves.

thankfully, the first bad transaction did not turn into a bad first impression. the customer still buys goods from us :) "

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An another example from 1 Babe Shop,
when asked how would she react in this case, she said:

"Hi there,

Actually we don't think we should be speaking for all shop owners la. Some have their reasons why they do not want a return or exchange. If you read some seller stories before, there are cases where a minor group of "bad customers" who return their goods but purposely leave a stain on it. We think that is why some sellers do nto accept returns. Not sure what other reason though.

For our shop right, we accept exchanges, returns and refunds but with certain conditions. If a customer not happy with the stock, we refund fully for the item but they need to inform us within 3 days, and also the item must be returned in mint condition. Else we will cancel the refund. So far we have a few returns and refund done before. Mainly it's due to the size/colour and buyer thinks the actual item do not suit her.

And also, the colour issue right, we personally tried to take items as what they actually look like, but the digital camera likes to project in different colour, we are not experts you see... but we do agree that some ppl really overdo it in photoshopping la..."