A customer purchased an air fryer back in September and has messaged me to say that, after using it several times, the fryer has developed an electrical fault and is no longer working.
I directed them to the manufacturer, as the product comes with a warranty, but the manufacturer has referred them back to me since it was purchased through a ‘reseller.’
Now the customer is asking me to arrange a collection and is requesting a refund or an exchange.
What approach would you take in this situation?
I’m not very keen on providing them with a full refund, considering they’re suggesting the product was fine upon delivery and during initial usage.
The warranty is usually valid for the first customer. So if you bought this from a retail shop, the warranty applies to you only. If you resold the item you bought from a shop, the warranty is not transferable and your customer cannot claim.
That is the (big) problem with retail arbitrage.
If this applies to you and if you still have the original receipt from the shop, you will be able to claim on the warranty. But this also means that you have to accept and refund the return.
In this situation, the best approach is to strike a balance between customer satisfaction and protecting your business interests. Since the product initially worked and later developed a fault, you could offer a partial refund or a replacement as a gesture of goodwill, provided the item is returned to you. Explain that your return policy does not cover faults caused by extended usage but emphasize that you’re willing to assist with a fair resolution. If a warranty claim through the manufacturer isn’t possible, consider absorbing the cost of repair or replacement to maintain a good customer relationship, especially if reviews or feedback could impact your business reputation.