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I will start this off with the fact, I HATE scammer scum, they are lying thieves, who think they are smart, but ruin things for everyone else.
Two of the more popular scams for our customers are placing orders and then demanding a refund saying A) order tracks as delivered but didn't receive B) saying some items were missing from the order.
We have some customers that have been getting full and partial refunds on almost all of their orders for over a year. To effectively run this scam the scammer must call in and speak to a CSR. I don't get why when they do this they are often EXTREMELY RUDE and mean, making direct insults against reps, and making huge issues of things that even the most sucky non-stealing customers wouldn't bat an eye at. When the scammers are nice we just put in a request and corporate makes the decision or not refund. corporate seems to not look at order history to carefully for the most part (I doubt there has ever been anyone truly unlucky enough to get 20 orders over a 2 year period messed up).
I just got off the phone with a customer who was EXTREMELY condescending from the get go. I answered the call he starting bitching with "I placed an order and there is a major problem" I start using my soft skills "I'm so sorry to hear that". Every time I try to be nice he gives a snotty "you should be".
Next he gives me a lame ass story saying he ordered several hundred dollars of shirts and pants. He says he didn't receive any pants at all and he spoke to a rep the other day who told him there was a computer glitch and we didn't charge nor ship any pants on his order (sounds fishy to me). So I finally get the order number from him (I always try to get order #'s ASAP I don't want to be told by the customer what went on I want to see it for myself) I pull up the order, I see all pants shipped and rep had filed a request for refund saying all pants were missing. I take my maximum allowable time on hold (under 5 minutes) checking to see if all his pants are in stock so I can offer to place the replacement order right away. I come off holds and honestly apologize for the hold time. Idiot tears into me, "geez, thats SOOO UNPROFESSIONAL over 7 minutes on hold". I soft skill again "this was a very complicated situation it took me longer than I expected", he just starts complaining about hold time some more and asking for my name and a supervisor, I advise him I gave him my name at the beginning of the call and I'd be glad to transfer him to a sup. In under a minute of hold he hung up.
Why don't mean scammers realizing acting like a jerk means I will get on there order history like a rapid dog and leave SUPER DETAILED notes of the call and previous orders for corporate to see? I hate lying jerky thieves.
Two of the more popular scams for our customers are placing orders and then demanding a refund saying A) order tracks as delivered but didn't receive B) saying some items were missing from the order.
We have some customers that have been getting full and partial refunds on almost all of their orders for over a year. To effectively run this scam the scammer must call in and speak to a CSR. I don't get why when they do this they are often EXTREMELY RUDE and mean, making direct insults against reps, and making huge issues of things that even the most sucky non-stealing customers wouldn't bat an eye at. When the scammers are nice we just put in a request and corporate makes the decision or not refund. corporate seems to not look at order history to carefully for the most part (I doubt there has ever been anyone truly unlucky enough to get 20 orders over a 2 year period messed up).
I just got off the phone with a customer who was EXTREMELY condescending from the get go. I answered the call he starting bitching with "I placed an order and there is a major problem" I start using my soft skills "I'm so sorry to hear that". Every time I try to be nice he gives a snotty "you should be".
Next he gives me a lame ass story saying he ordered several hundred dollars of shirts and pants. He says he didn't receive any pants at all and he spoke to a rep the other day who told him there was a computer glitch and we didn't charge nor ship any pants on his order (sounds fishy to me). So I finally get the order number from him (I always try to get order #'s ASAP I don't want to be told by the customer what went on I want to see it for myself) I pull up the order, I see all pants shipped and rep had filed a request for refund saying all pants were missing. I take my maximum allowable time on hold (under 5 minutes) checking to see if all his pants are in stock so I can offer to place the replacement order right away. I come off holds and honestly apologize for the hold time. Idiot tears into me, "geez, thats SOOO UNPROFESSIONAL over 7 minutes on hold". I soft skill again "this was a very complicated situation it took me longer than I expected", he just starts complaining about hold time some more and asking for my name and a supervisor, I advise him I gave him my name at the beginning of the call and I'd be glad to transfer him to a sup. In under a minute of hold he hung up.
Why don't mean scammers realizing acting like a jerk means I will get on there order history like a rapid dog and leave SUPER DETAILED notes of the call and previous orders for corporate to see? I hate lying jerky thieves.
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