MoonShine Framing, Penzance, Cornwall

kevin01736

cheers dacouch.
here's the return refund page, with a link straight from the home page.
http://www.frames.uk.com/moonshine_framing_returnrefund.htm
I have made the home page link the first one in the customer services part of the front page menu.

I have added a link on that page so that customers can go directly to paypal if they prefer, and sort out any issues through the resolution centre. Its their choice. Thats something I have not seen on other retail sites, but I thought well, in for a penny in for a pound, a straight honest busines has nothing to fear from giving customers the info they need to make a complaint.

As a business owner I'm a bit wary of mentioning the word "complaint" at all, but its because I think some people will think if they have a complaints procedure they must get a lot of complaints. But on reflection if we show that we welcome complaints and make it easy people will get the proper picture of how it is. But on balance it probably wont lose us many orders, and it may give some people a bit of reassurance. We get a lot of people that actually just phone up to see if we are "real" before ordering, so you never know whats going on in people's heads when they view your site.

yes you are absolutely right, it was a problem that we didn't realise existed, and although complaints are rare, this will make it far easier to get the problems sorted out if or when they happen.

Having been ripped off on the internet myself in the past, the more protection customers have the better in my opinion.

Im not sure paypal can do much more to tell people about buyer protection and the resolution process, but its a good word to keep spreading, its good for buyers, and its good for business.

you're right, MSE seems like a great resource.

MARTINS_DOLL

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