A customer ordered a product in a certain colour back in February. They reached out just now realizing they were sent the wrong colour (a similar one) because their sister ordered and got the correct colour.
Ecommerce business owners - do you honour this even though they have been using the product for nearly a year? Or do you have a limit to when inquiries can be opened on an order?
I’d just send them a replacement if it was cheap enough, and try to sell them on something else. They’re interacting with you, sell something new to them, send them a coupon 🤷🏾♀️
I find that a lot of times people just want to be heard. Listen to them and solve their problem, and offer something better.
It works out great, I can usually turn complaints into positive reviews, new orders, and referrals.