Serious problem with shopping cart refunds

Is this problem totally solved?
Over the last few days I have had a couple of refunds who initially contacted me with download problems.
After communicating with both...and fixing their download problems ..both were satisfied customers.

One customer replied - "everything works now as intended.
Thank you for outstanding support!"

Checking my sales log...I found he had been refunded.

I sent follow up emails to both of them asking them about any refund...both denied any knowledge of one.
It seems like any customer that contacts you through tradebit with a download problem is being refunded.
Can this issue be checked again Ralf? Thanks.

hi, i guess your customer complained with us first and our support team issued a refund after you helped him... the problem is, that we are then out of the loop if you help! you might want to send all helping emails CC to our support team.

Thanks for your reply.
The problem is, as soon as a customer sends a email to tradebit support, they are refunded immediately.
We are not being given any time to sort the problem out.
I pride myself on my customer support, but we are not being given a chance to rectify the problem, and issue our own refund if needed.

Here is the email I received from one of the customers who was refunded just the other day -
"Hello Kevin,

no I did not request any refunds. After your support and the
right PDF file I rated you with 5 stars.


Mit freundlichen Grüßen / Best Regards / 敬具
Michael Seiffert
Key Account Manager

TB&C Outsert Center® GmbH
Junostraße 1
D-35745 Herborn"

Surely we should be given time to help the customer and then refund them ourselves if the problem cannot be solved.
That was how it was in the past, and I never had any problems then.
At the moment, one simple email from a customer to Tradebit, and the product is given away for free.....even though I fixed the problem within minutes of receiving the email from them....the refund had already been issued.



Edited 1 time(s). Last edit at 10/17/2011 03:50AM by a1-manuals.

Ralf,

Heres a suggestion.

How about an internal notes communication, which one should see when logged into tradebit account, for those sales that tradebit support staff intend to issue refund, where the merchant will be let known of the problem and given a 24 hours time to resolve the problem with the client. The merchant through those internal notes can communicate back to the tradebit staff on whether to refund the purchase or can inform TB staff that the problem is sorted and there is no need to refund or can even inform TB staff that the clients is at fault and the purchase need not be refunded.

Even if the purchaser has filed for a paypal refund, a new internal note should be created, posting purchaser's claim in paypal, where the merchant can communicate back to the TB staff which can used to resolve paypal refund claim by TB staff.



Edited 1 time(s). Last edit at 10/17/2011 05:41AM by pecno1.

I must offer an apology to Ralf and Sascha.
I was misinterpreting the "0" in the monthly sales log to be a refund, when it is actually a re-activated link I sent to the customers who were having problems downloading.
Now it all makes sense

Thanks again guys for responding so swiftly to my concerns.

Kevin.