How to handle threatening buyers after issuing a full refund?

Shopify Discussion
1

Hello Sellers,

We’ve recently received threats from a buyer though he has received FULL refund and pre-paid return label. If you have experience or advice of dealing this kind of situation, please kindly share.

Details: Due to the current difficult situation of COVID-19, our logistics sometimes experience unexpected delays.

One buyer received partial product from his order. We stayed communicative with him and responded every his inquiry within 24 hours. We immediately extended exclusive discount for his future purchases after his first inquiry. As customer experience is our store’s priority, we further offered him partial refund. However, he replied us with threats of giving him more than a refund or he would file a lawsuit.

We eventually issued him full refund and provided him with a pre-paid shipping label. We asked him to return the product. He refused to do so, claimed the product “legally belongs to him” and still demanded more than refund. Otherwise, he is going to file lawsuit and blast on social media.

I think we may get black-mailed in this situation. Can anyone suggest me what are the next appropriate steps to take?

Thank you! Appreciate your advice.

2

Sounds like he/she is determined to get something for free out of this. I’m guessing that they are bluffing, but I would ask yourself…> > If they are serious about their threats, then what’s the worst they can do?> > Lawsuit - Do they have a case? A lawyer would be trying to find out if you, the business, has acted unreasonably. Based on what you’ve said, it sounds like you have been more than reasonable (I wouldn’t provide a refund until the goods have been received back and checked for condition)> > Social Media - Is there any evidence that they have a big following or any infuelnce? Even if they do, you can reply with what you have told us here and it will make them look stupid> > Negative Reviews - Same as above, if they want to leave a review about how awful you are, then your response about providing a full refund etc. should be enough to make other potential customers see that it is this customer who is being unreasonable, not you.> > Whatever you decide to do, there is no way of knowing for sure what would happen. Personally, I’d ignore them and just keep a close watch out for reviews and social media posts so that you can reply accordingly. But unless this customer has spent hundreds of dollars/pounds/whatever then I doubt it would be worth their time anyway.> > Just an opinion :slightly_smiling_face:

3

Thank you very much for the kind tips. Much appreciate your detailed insights.