I do a difference-refund, or duplicate purchase one from time to time. And one buyer’s-remorse.
Had to email, once, to get my reusable vault coupon back. Don’t remember why I didn’t try calling. Maybe I wouldn’t have the chance, the next day.
Once, I had to return a couple of purchases to the credit card, after a surprise expense. A phone call saved me an extra charge.
(I found a better way to avoid fees & interest, since).
I take it for granted that I can’t call up an overseas business, but I look for that option when they’re in the country.
On the other hand, I don’t do this volume of business with anyone else, overseas (or otherwise).
An instant refund means I get to buy that thing that’s on sale today. Refund situations tend to crop up during lots-of-short-sales periods.
The phone calls were almost always quick, and a refund was there within seconds or minutes. And they’re so dang cheerful.
Gets rid of a headache, right there.
Once there was a situation that took a fair amount of clicking and typing for Craig, when neither of us was quite awake yet. I tried the chit-chat thing, but whatever I came up with sounded like I was fishing for information. (The early Genesis days).
He’d start to say something, and realize what I’d simultaneously realize. Bit awkward.
In general, devoting staff to typing is likely more efficient.
1) Except in those cases where support misunderstands, the customer isn’t clear, support reads it too quick and gives a canned response. (We’ve all seen the threads).
Then there’s an email chain. The antithesis of efficient.
The worst would be the customer who you have to play 20-questions with, for every be-danged point. (And we’ve all seen those threads).
And/or the one who doesn’t get the terminology, yet. On the phone it’s “You mean xxxx?” “What do you mean yyyyy?”.
Live, it takes a few seconds to get things straight. And some things get kinda complicated.
2) If I had that job, I would look forward to switching between typing and talking, during the day.
3) And they’re just so danged cheerfully helpful (did I mention that?). In print its all business-y and boilerplate.
As for having a written record, for every refund situation… well… I don’t have an answer for that one. :raspberry smiley we don’t have: