Morning all, please can I have some help and advice? I sold a personalised Christmas eve plate, I’ve had an email saying its arrived chipped and they would like a replacement along with some alterations to the design.
I emailed back with an apology, yes I could make those changed, but please can I see a photo of the damaged plate.
They’ve not replied, and I have emailed again. Still no reply.
Where do I stand now? Make a replacement? what’s folksys guidelines in these situations?
Thank you for your help
Helen x
I don’t know what the Folksy guidelines are on this (if there are any), but I personally do not think it’s unreasonable to request a photo of the damage before you proceed with the replacement. If I were in your situation, I’d send one final email explaining that whilst you’re happy to facilitate a replacement, you’re unable to do so until such time as you have seen sight of the reported damage.
I’m a financial lines and construction insurance underwriter and putting it simply, if someone reports damage or a loss, the first thing I’d want is proof / evidence - it’s that simple.
Sorry I couldn’t be of more help other than to say I agree with your stance and approach and I hope it’s satisfactorily resolved for all parties concerned.
Kim x
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Hi Helen @beespokepottery , do not do anything until they send you proof that it’s broken, you wouldn’t take something back to a bricks and mortar shop saying it was broken but it wasn’t. I had someone on E*** years ago claiming that a bracelet I’d made had broken, I knew it was pretty impossible for the bracelet to break in the way they claimed. I asked for photos and I heard nothing back. If they do send photos, please make sure it’s exactly where they say the break is.
Can you be sure they got your email?
Did they reply on the back of the order acknowledgement you sent them if not maybe they have not received your message, Must be in their junk. Lots of emails end up in there for no valid reason.
Try sending from a different email address and add a delivery, read receipt.
Until they provide the supporting evidence with damage to packaging as well I would not bother chasing them. They are probably trying it on. Why didn’t they ask for a bespoke orders in the first place!!!
