How would you rate my emails?

user3657 · #1 08-27-2014

This is one example. I dont know if my writing is too harsh or rude? This customer ordered something Fri night and it was shipped Tuesday. She sent me an email asking why the delivery dates changed and that she thought it was going to be delivered on the 26th.....she needs it for her husbands birthday....My thought process was that she was looking for a free return or a discount.

"Hi XXXXX,
Thank you for your recent purchase. I am extremely sorry for any confusion this order has caused. The estimated delivery for this order per Amazon is between Aug 28th-Sept 2th. Please note that this estimated delivery is provided by Amazon when you add the item in your cart. This estimated delivery date is provided again when you agree to purchase the item. Its then provided in your order confirmation email from Amazon and again in your shipment confirmation email.

We can not modify the delivery dates so Im not sure where Aug 26th was seen. However, tracking this order via FedEx gives a delivery date of Sat Aug 30th(estimated delivery), which is in the window of Amazon's estimated delivery dates.

Please keep in mind this item requires a signature so if someone is not available to sign at time of delivery, it is suggested to contact FedEx and have it held for pick up (need it Sat morning?), otherwise FedEx will try to deliver the item on the next business day, Tuesday."

So I thought her response was going to be upset and either saying she is going to return it or leave neg feedback or something....well she responded and apologized for her original email. I guess she was saying I was to harsh? I dunno. So that makes me ask, was I rude? unprofessional? I dont think so, but my bosses always told me I had a communication problem with the way I wrote emails :/

How should I have worded it?

**aspkin** · #2 08-27-2014

Overall it looks good.

Maybe next time address the issue a little more direct.

Instead of, "I am extremely sorry for any confusion this order has caused."

Say, "I'm sorry the delivery was not met before your husband's birthday. [...]"

And use the word, "because" in your email, because people will generally accept something as a reason why when you use the word because. It helps.

GreenBean · #3 08-27-2014

You should refer that to amazon though.

Save yourself the grief

brownsauce215 · #4 08-27-2014

These are the small nuisances that saves accounts.

rsot · #5 08-27-2014

Not at all rude user3657...it is quite professional...maybe a bit too objective since you didnt really address the husband's birthday issue...might look like you didnt read her e-mail...

Geegee83 · #6 08-27-2014

I think it was near enough perfect, and her reply shows that maybe she was chasing the wrong order, or realised her error and felt bad for complaining at you.

user3657 · #7 08-27-2014

Thanks everyone! I did try to address the birthday thing. I was using a new sentence to do it and it felt cheesy so I left it out, but I like how askpin had worded it.

user3657 · #8 08-28-2014

I knew it..hasnt even been delivered and a return request came in today.

I knew she was looking for an easy way out

Geegee83 · #9 08-28-2014

Husband's Birthday my butt crack...

Well, at least you knew you were right.

As it stands, I also wouldn't have addressed the Birthday issue, that's her problem, if people cannot be bothered to order in sufficient time, and read the estimated delivery date then they run the risk of spoiling the gift, not the seller.

I am nice and send stuff out a little quicker if requested for a Birthday, I'm not totally heartless.

Gamefreak · #10 08-28-2014

have the same issue, buyer purchase something on FRIDAY EVENING, expects it to be delivered on monday when i don't even work on weekends. will be contacting her first to try and get her to remove it otherwise i will be contacting amazon.

rsot · #11 08-29-2014

Quote:

Originally Posted by Gamefreak

have the same issue, buyer purchase something on FRIDAY EVENING, expects it to be delivered on monday when i don't even work on weekends. will be contacting her first to try and get her to remove it otherwise i will be contacting amazon.

Too bad cant block this kind of buyer

Gamefreak · #12 09-06-2014

i know rsot. got 2 more same stupid feedback when item arrive within amazon estimates. i don't even know why amazon allows them to leave negative about shipping when item arrives on time.

rsot · #13 09-06-2014

Quote:

Originally Posted by Gamefreak

i don't even know why amazon allows them to leave negative about shipping when item arrives on time.

That's terrible indeed - buyers who do that have no understanding of what sellers do