Alchemy Abstract

We have just received your letter about customer complaint: ***
We have already contact *** directly to ensure that you receive our response hastily and can fully understand the nature of this problem as quickly as possible to help resolve the dispute.
Enclosed, we have attached the relevant documentation of our exchanges with *** and have highlighted essential sections regarding what we have offered the customer and explanations of why we decided to choose the resolution option that we did.
Included in the attachment is a full transcript of our email message exchange with the customer. There were two separate email threads, so be sure to look at both. I request and highly recommend that you review this to get the full perspective of the situation at hand.

We feel we are unfairly misrepresented regarOng this issue for the following reasons:
1. Revdex.com Customer Claims: "I ordered a pair of earrings. They we're marked as delivered by the company. However, I never received them,
Explanation: The earrings were fulfilled from our end and marked as delivered at the desired address by USPS. We understand our liability for the shipping and handling of our products. However, once USPS has marked the item delivered, our portion of the exchange has been completed. At this point, the customer should be dealing with USPS to resove the issue.
Furthermore, while we do currently offer a promotion for free standard shipping on our products, the option to upgrade to priority shipping for an up-charge and/or request that we add a signature delivery is always an available option for any customers who may be unsure or concerned about the security of the delivery destination. It is up to the customer to make this decision and reach out to us if they feel it necessary. In this case, no such preventative action was taken by the customer.
Despite those facts, we still proceeded to offer compensation for the missing items, as you will see more about this below.
2. Revdex.com Customer Claims: 'II wrote an email to the company the same day. I did not receive a response until 5 days later"

Our response: "I understand your frustration and I do sincerely apologize for the delayed response, this is definitely not our normal way of operating, however, unfortunately, your message got un4lagged in our inbox and was noticed when I was reviewing customer inquiries yesterday. "
Explanation: We admit fault and apologized for this delay. As a growing small business with only 3 employees, it can be challenging to keep up and we are actively exploring Helpdesk options to help better delegate and organize our communication methods.

3. Revdex.com Customer. Claims: "When I did get a response from the company, I was not offered a refund or redelivery of my purchase. They hat kept my money and not offered any reimbursement. " Our email response in the original exchange: It is our number one priority to ensure that our customers have the best experience possible... ---We can not accept responsibility for package's after they have been left with USPS but I can send you the replacement invoice for 50% off the replacements plus the free priority shipping. Also, if you would like to pick out a bonus pair I would be glad to include that as well to help make up for this delay. Hopefully, this helps. If you have any other questions or=.8neerns please do not hesitate to ask!"

Explanation: While it may not have been the type of compensation the customer had hoped for, we did offer to help indemnify the customer, with not only a replacement and free upgraded shipping but also a free bonus pair. The policy we have adopted regarding these scenarios is not intended to be selfish or un-empathetic. As mentioned before, it is our number one priority to ensure that our customer satisfaction comes first, which can be verified from our over 800 5-star Etsy reviews from other happy customers. You can find these reviews at wvvw.etsy.comishopialchemyabstract
The reality is because this unfortunate scenario requires us to act based on good faith, our policy regarding this type of issue is intended to retain a sense of integrity and accountability within the relationship between the customer
and the business. It helps close a gap of vulnerability for us as a business and

protects us from getting taken advantage of while keeping the customer
invested in the exchange. This is a matter of principle, not profit, and as you can see, we are giving much more value than we are receiving in this exchange.

We tried to explain this in our final response to the customer here: "I'm sorry that we can't be of more help to you, ***. These are our policies, and it is important to us that we try to treat these situations equally. Additionally, It is important that in these situations, we ensure that our customers retain a sense of accountability on their end, as it is common for small businesses, such as ours, to be easily taken advantage of.

We have already spent our time and money to create your first order, plus paid for the original shipping costs to get it to you. We are now offering to replace your order at wholesale costs, again pqy for -not only shipping- but upgraded shipping postage, and include an additional pair as a courtesy, At that point, we are not profiting from the experience in the traditional sense, We are essentially working for free and in good faith to try and make a stranger happy who is unhappy with us for a problem that was not our fault. Hopefully, you can understand this from our perspective 'cps well.
If you change your mind, as mentioned, we would be happy to fulfill this replacement for you and have already sent out the invoice yesterday. Some times these invoices can end up in the Spam folder, so be sure to check there for it as well if it is not in your inbox. Be sure to leave your stone preferences for your free pair as well. "
In conclusion, it deeply saddens us that this has escalated to this point and that we could not come to an agreement. We feel that we have extended our services to this customer and done all that we can do. We do not feel responsible for the loss of her items but would be glad fulfill the offer promised to her so long as she plays her part as well and completes the replacement invoice.
Thank you for your time and consideration, if you have any questions or concerns, please do not hesitate to contact us[
McKenzie M.