Deposit Refund Opinion ???

I have a question for everyone. I had a guy named Lewis T email me about a female labyrinth burm I had for sale. We talked over the phone and made payment arrangements. He sent me a deposit to hold her for a few weeks which I agreed with no problem. One week later he emails me that his roommate is moving out and he can no longer afford to buy her and he wants his deposit back. My site says all deposits are non-refundable which I think is fair. I thought about it and felt kinda bad for the guy and told him I would send him the money back since it was not his fault if I could sell her this week. I did sell her this week and also noticed that he had made and inquiry about D & M snake breeders a few days after he told me he could not afford to buy my snake. Something tells me he may have just changed his mind and was trying to purchase another snake elsewhere and needed this money. In this case I don't feel that I owe him anything. What do you think <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/confused.gif" border="0" valign="absmiddle" alt='???'>?

Thanks,
Jeff Coates @ JCSnakes
<a href="http://www.picturetrail.com/jcsnakes" target="_blank">My Webpage <--Click Here</a>

That guy posted that story somewhere. I thought it was on here. If your website states no refunds on deposits I think that leaves it up to your descretion. I agree with you that the right thing to do would be to give the guy his money back if he has come across hard times. Chances are he has decided to buy something from somewhere else if he is inquiring about another company. Not too smart on his part to bitch about not getting back a deposit and then inquire about another company! <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/confused.gif" border="0" valign="absmiddle" alt='???'> Fact of the matter is I have seen good guy posts on you and since the snake has sold this will only go further to strengthen your reputation if you give his money back. My thoughts are just give the deposit back, make yourself look better, and maybe he will come back for business in the future. Your not really out anything since the snake sold anyway and according to him you said you would give it back if the snake sold. Again you have protected yourself with your statement on the site and the descretion is yours, but give it back and move on.

Mike Jones

</span><table border="0" align="center" width="95%" cellpadding="3" cellspacing="1"><tr><td>Quote </td></tr><tr><td id="QUOTE"> did sell her this week and also noticed that he had made and inquiry about D & M snake breeders a few days after he told me he could not afford to buy my snake. Something tells me he may have just changed his mind and was trying to purchase another snake elsewhere and needed this money.</td></tr></table><span id='postcolor'>

Hey I just gave Mike Wilbanks -all- of my money, but I'm still looking.... <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/smile.gif" border="0" valign="absmiddle" alt=''>  means nothing....

What is served by keeping his money (and I understand it's on the site, but I bet you didn't put it in big bold letter in the emails you guys exchanged)?

I say be the better business man (gain some positive feedback here and some more potential customers) and give him the option to use it towards another purchase in the future; that way your both covered (and he can't use it to buy a snake from a different breeder).

Jeff,

In my opinion a non-refundable deposit (if it was stated in your sale terms) is just that, a non-refundable deposit. That guarantees the buyer that the snake will not be sold. In the meantime you are rejecting offers on that snake, thus loosing potential customers. People have to make up their minds before compromising a buy.

best regards,

Daniel

I had actually posted on the other thread agreeing, at least tentatively with that poster... Because he had stated that at no point and nowhere did the term "Non-refundable" appear.

If it's non-refundable, it's non-refundable.

If someone dislikes the terms of a deal, they don't make the deal... once there is an agreement where money or animals are exchanged, then the deal is locked and, outside of a kindness by either party in allowing the other to back out, the terms must be abided by.

</span><table border="0" align="center" width="95%" cellpadding="3" cellspacing="1"><tr><td>Quote </td></tr><tr><td id="QUOTE">I had actually posted on the other thread agreeing, at least tentatively with that poster... Because he had stated that at no point and nowhere did the term "Non-refundable" appear.
</td></tr></table><span id='postcolor'>

It's likely he was (however negligent) unaware of it...

Everyone here is right, Jeff has the the right to enforce his polycies.

My question is why not make a customer out of him later but offering him a credit?

Customer service isn't about blindly enforcing rules, the rules protect the seller against being taken advantage of, but shouldn't be used to take advantage of a customer you -can- help.

JMHO

Just wanted to let everyone know that I emailed him and he explained the inquiry he made. I have refunded his deposit 100%. I will just be sure that next time I explain that deposits are NON_REFUNDABLE so thier is no confusion. Maybe this is a learning experience for me and him. Thanks for your help.

Jeff Coates @ JCSnakes
My Webpage <--- Click Here [/URL

</span><table border="0" align="center" width="95%" cellpadding="3" cellspacing="1"><tr><td>Quote (JCSnakes @ Sep. 06 2002,09:05)</td></tr><tr><td id="QUOTE">Just wanted to let everyone know that I emailed him and he explained the inquiry he made. I have refunded his deposit 100%. I will just be sure that next time I explain that deposits are NON_REFUNDABLE so thier is no confusion. Maybe this is a learning experience for me and him. Thanks for your help.

Jeff Coates</td></tr></table><span id='postcolor'>
Jeff,

Thank you for my refund!!!

To be honest, I never saw anything in your www.picturetrail.com site about NON_REFUNDABLE deposits.

I had also inquire here in the BOI about this transaction because when we discused "TERMS" we discused about sex and live arrival guaranty (I think). We discused about the deposit and payments, and about shipping.  

We never talk about refunds and I never saw anything about refunds. I saw the pictures at your site, and that was it!!!

Thanks

Jeff, J & C SNAKES... Two thumbs up!!! Great Customer Service!!!

Lewis

I hope that my last e-mail clarify the confusion about the inquiry to Damian Salgado from D & M Breeders... And also my roommate situation...