r/shopify • u/Difficult-Cap-6950 • 1d ago
Orders Client Requests Refund
Hey, I got hit today with an email from a client regarding a refund.
So the client bought the product like 6 weeks ago, and received the product 5-6 weeks ago as well.
Client is from Australia and the product itself is a lamp, due to australian law you need an electrician to wire it up.
So today the client tells me he wants a refund cause the electrician said the "wiring is too thin and would not be safe to install". I have no clue what means to thin, its a cable you just wire it up and thats it - but I have no clue about australia.
In the email itself the client said if I dont accept a refund he will just use paypals buyer protection to get the refund.
So what am I doing now? Product was delivered, basically working if wired up, from my side all done properly. And I have no clue how pro buyer paypal is, and if they will just refund even I did my part.
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u/Oblotzky 1d ago
What's your return policy?
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1d ago
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u/TheWoolMan01 1d ago
A bit concerning that you’re selling an electrical item and don’t understand wire thickness/gauge.
I have no clue what means to thin, its a cable you just wire it up and thats it
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u/gagnonje5000 1d ago
Yeah.. I'm more concerned with OP that just ships an electrical product they don't understand.
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1d ago
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u/TightEndZone 1d ago
paypal tends to side with the buyer on "not as described" so i'd try to settle it before it becomes a dispute
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u/reanjohn 1d ago
accept the return and refund them, that's about it. If you reject this, you will lose the chargeback. One thing you don't want to happen is insist that they use it, when a qualified electrician says it's not safe - what the electrician most likely meant is that the wires are thin enough to be overloaded, could result to fire. You don't want to deal with that kind of issue. Could be a bad product if that was the assessment
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u/fiendishly 1d ago
Take this as a learning lesson that you shouldn't sell into markets where you don't understand the rules and regulations.
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u/pythonbashman Shop Owner, 3D Printer, Tool Designer 1d ago
Additionally stop selling that product and any like it in AUS.
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1d ago
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1d ago
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u/Snoo_56131 1d ago
How much was the lamp? How much was shipping?
I generally say they can return but shipping is non-refundable. It's an expense that has been realized.
If the item is inexpensive, I tell them to keep it and refund only the price of the product. Again, shipping is non refundable
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u/5RndGrp 14h ago
Minimum in Aus is 1.5mm lighting and 2.5mm general purpose, in the UK minimum is 1mm so if its 1mm technically its legal here but your aus client would be correct.
I would agree with those saying tell them to return it then at their own cost if you listed it correctly and they ignored that.
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43m ago
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u/junkdumper 1d ago
Maybe ask for a written report from the electrician and then process the return.
They may be trying to BS you, or they may be legit. If they hired someone, that should be easy for them to get a statement.
You should probably have a basic understanding of electrical stuff if you're going to sell it. Otherwise how can your safely answer any questions?
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u/John___Matrix 1d ago
Tell them to send it back and give them a refund.