Online Customer Service Can Be A Letdown When The Seller Doesn’t Let You Know Item Is Unavailable

downloadGenerally, I have no issues with the sellers I buy from on Shopee but occasionally a not-so-professional experience crops up which is why it’s so comforting to have the Shopee Guarantee. Buyers can be assured of a refund if the item isn’t delivered within the stipulated time unlike if one buys on social media, e.g. Instagram/Facebook.

On 7th July, I made a few small purchases on Shopee because of the cashback and free shipping vouchers (very rare and difficult to get nowadays). I purchased a wristlet pouch at RM15, it came in 3 designs. The purchase entitled me to 450 coins which is a lot for a RM15 purchase. I thought it was a bit strange that the seller hasn’t prepared the parcel for shipping even 24 hours later as most sellers I bought from in Malaysia are very fast.

The next day, 8th July I contacted the seller to ask if the item was available for my order. Although the seller was online, he or she didn’t reply until I sent another message. A few hours after the second message, he or she replied and said the design I wanted was not available. Why couldn’t he or she have told me this when I ordered? How hard is it to inform the customer immediately that the item the customer wanted is not available. I could then have requested for a refund and bought something else with the cashback voucher which had to be used by 7th July.

I think that it’s rather unprofessional to stay silent about the item being unavailable until the customer asked about it. Since he or she couldn’t deliver what I wanted, wasn’t it have been the right thing to do to send me a message immediately so that I could have an option of cancelling or choosing another design. This is the easiest way to lose customers, by staying silent when the seller cannot fulfill the order.

Juniper

City slicker, prolific blogger and food lover who loves to review products and food & everything else in between.

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