It’s complaining, but in a nice way

I’m frequently asked what’s the best way to get what you want when you have a complaint.

My answer often surprises – Be polite, truthful, precise and don’t make it sounds like a complaint. Instead state how you’d like things done or the best way it should to be done.

Here’s a example from a purchase I made online 2 days ago. 10 minutes after I made the payment, I realised I didn’t want the item anymore.

Hi,
I didn’t realise that the xxx (it’s a surprise gift so I can’t tell you what I bought) I purchased doesn’t have a timer. I have only just purchased it. I would like to request a refund please?
Details of the transaction are: xxx
Thanks,
Jo

It’s not a surprise that they wanted to charge a fee to issue me a refund. Here’s the online retailers initial response to my refund request:

Dear Jo，
Thanks for your message. We are sorry to hear that.In this case, we would like to refund $98.65 if you want to cancel the order, as the handling fee and advertisement fee $6.3 has been charged after you have paid for the items in our listing, thank you for your understanding .
Or if you still proceed with the purchase, we are happy to send it out after we receive your confirmation, thank you.
We are looking forward to your early confirmation.
Best Regards,
Tracy

Now here is where I ask nicely for the full refund. I’m clear that I want them to process the refund with or without charging me the ‘handling and advertisement fee’. I don’t ask them to justify their fee or the amount, it’s kind of pointless.

Hi Tracy,
I would like to cancel the order. If you could provide a full refund of $104.95 I would be very grateful. However if you would like to charge me $6.30 for handling fee, please still proceed with the refund.
Many thanks,
Jo

And their response, as if like magic –

Dear Jo,
Thanks for your reply. No worries ,the full refund $104.95 is under process now and it will be done via account within 12 hours, please kindly log in your account and check it then.
After the refund process being done at our end, the system may also take some time to have it transferred to your account; In case you did not check it after 12 hours, please don’t worry, it should be only that the transaction is still being processed, and you could check it again after 1-2 working days. Thank you!
And the cancel order request will be sent to you within 12 hours, please make sure to check and reply it, thank you for your kind help.
Also, if possible, please kindly leave us a positive feedback, thank you very much;)
Best Regards,
Tracy

I received the full refund within 24 hours.

I send a thank you email for providing me the full refund and left them positive feedback too.

I hope my example helps next time you need to make a complaint,

Jo

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