Chapter 4

Is a broken order a lost customer, or a chance?

Một đơn hỏng là mất khách, hay cơ hội giữ khách?

The chapter's question

A customer reports a broken item; what do I do in the first thirty minutes?

Big idea

How you handle one damaged order gets retold more than ten smooth ones.

In this chapter

  1. Part 4.1

    A Written Rule

    In which cases do I resend, and in which do I refund?

  2. Part 4.2

    Photos and Evidence

    What do I ask the buyer to send me, and in what words?

  3. Part 4.3

    Who Absorbs the Cost

    Where does this cost land in my books?

  4. Part 4.4

    Claiming From the Carrier

    How long does a compensation claim take, and is it worth it?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of From Shelf to Doorstep is free to read right here.

Read in Conan School

Chapters of From Shelf to Doorstep

  1. 1.Why worry about a few cents of packaging?
  2. 2.Is the cheapest carrier really the cheapest?
  3. 3.Are buyers angry about delays, or about silence?
  4. 4.Is a broken order a lost customer, or a chance?
  5. 5.Is delivery the end of the sale, or the start?