Covers A Fraud Definition

, , , | Right | August 21, 2018

(I work in a call center for a manufacturer that ships products all over the country. If a customer specifies a preferred freight company, we’ll send their products that way. If not, we’ll use one of ours. If we use a customer’s method, they are responsible for any damages that may be incurred.)

Me: “Thank you for calling [Company]. How may I help you?”

Customer: “Yes, I’m calling to let you know that I received my order, but there was damage to one item.”

Me: “I’m sorry to hear that. Can I have your invoice number?”

Customer: “Yes, it’s [Number].”

(I look up her invoice.)

Me: “Okay, I see it here. Which item was damaged?”

Customer: “It was one of the [products]. It looks like something was dropped on it.”

Me: “I’m sorry to hear that. If you like, we can have another item sent out, or you can order a replacement on your next purchase order. But it looks like we used your shipping company on this order. You will need to contact them to file a claim for damages. We won’t be able to refund you the cost directly.”

Customer: “I know that. I don’t need a refund from you.”

Me: “Then how can I help you today?”

Customer: “I need a replacement right away, and I don’t have time to wait for you to send me another. I’m going to have to get one from one of my competitors. They have one available, but they will charge me more than you do.”

Me: “That makes sense. They do have to charge you more for their mark-up.”

Customer: “Right, so, I need a letter from your company stating that the one I bought from you was the same price I will have to pay from my competitor so that my shipping company will pay me the replacement cost on my claim.”

Me: “I’m not sure I’m following you. You only paid us [price], so that’s the value of the product. Your shipper will only compensate you for the actual cost of the item they brought to you.”

Customer: “But I have to buy another one from someone else, so I need more money to cover it.”

Me: “So, let me make sure that I understand. You want me to write a letter to you stating that you paid [higher cost], so that your shipping company will give you more money, so that you can re-buy the item from a competitor?”

Customer: “Yes!”

Me: “Ma’am, that’s called fraud, and I can’t help you with that.”

Customer: “What? Why would you say that? That’s not what I’m doing! How dare you say that?! Let me speak to your manager right now! I can’t believe you would accuse me like that.”

(I transferred her to my manager after giving a brief summary of our conversation. My manager called me back later saying that she told the customer that I might have been a little harsh in my use of the word “fraud,” but completely agreed with me, saying I was right. I don’t know what the customer did, but we certainly didn’t write her that letter.)

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