Sooner or later, a customer will message you unhappy. The parcel is late. The colour is not what they expected. Something arrived damaged.
Here is the good news: a complaint handled well often builds more trust than an order that went perfectly. The customer learns that you are a real person who cares. This post gives you a calm, step-by-step way to handle it.
First, remember who does what
On MyKade, you find the customer and place the order. MyKade packs, delivers and collects the money. So when something goes wrong with the parcel itself, you are the customer's friendly link, and the MyKade team is there to help you fix it.
That also means: never promise a refund, a replacement or a discount yourself, and never send or receive money personally. Customers always pay MyKade, never the seller. Your job is to listen, collect the facts, and get the right help.
The five steps
1. Pause before you reply. Read the message twice. Do not reply angry or defensive. A short pause stops you saying something you will regret.
2. Reply quickly, even if you don't have the answer yet. Silence makes people angrier. A fast "I'm sorry, I'm looking into it now" calms most situations.
3. Ask for the facts. You need the order details and, if the item is damaged or wrong, clear photos. Ask kindly, not as if you doubt them.
4. Get help from MyKade. Contact MyKade support by WhatsApp or phone from the app, or at [email protected]. Share the order details and the customer's photos. Do not guess what will happen; wait for the team's answer.
5. Close the loop. Tell the customer what will happen next, and check back with them once it is sorted. A simple "Is everything okay now?" is remembered.
Ready-to-send replies
When the parcel is late:
I'm really sorry it hasn't arrived yet. Let me check on your parcel right now and come back to you today. Thank you for your patience.
It helps to know what "normal" looks like. In real Sri Lankan online shops, most parcels arrive within 2 days of dispatch, and order to door takes about 3 days on average. If it has been longer, contact MyKade support with the order details.
When the item is damaged or not as expected:
I'm so sorry about this. That's not what I want for you. Could you please send me a couple of clear photos of the item and the parcel? I'll pass them to the MyKade team straight away and let you know what they say.
When you are still waiting for an answer:
Just an update: I've sent your photos to the MyKade team and I'm waiting for their reply. I haven't forgotten you, and I'll message you as soon as I hear back.
When the customer is angry in a public comment:
We're sorry to hear this. We'd like to sort it out properly. I've sent you a message now, please check your inbox.
Then move the conversation to a private message. Never argue in public, and never share the customer's details where others can see.
What not to do
- Don't blame the customer, the courier or the supplier in front of the customer.
- Don't make promises about money or replacements before the MyKade team confirms.
- Don't ignore the message hoping it goes away.
- Don't delete honest complaints and pretend they never happened. Other people notice how you respond.
- Don't ask the customer to leave a good review in return for help.
Prevent the next complaint
Many complaints start before the order is even placed. Our data from about 5,000 orders shows "not as expected" was only about 2% of returns, but each one is a disappointed person. A few habits keep that low:
- Describe the product honestly: real size, real colour, what is included.
- Use the real photos and videos from the product page, not "better" pictures from somewhere else.
- Confirm size, colour and the full price including delivery before you order. See how to confirm every order.
- Tell the customer when to expect the parcel, so "late" is less of a surprise.
Calm wins customers
A calm, honest reply turns an upset customer into someone who trusts you. That trust is what brings repeat orders, which are the easiest orders of all. When you are ready, read the message after delivery that brings the next order, then download the MyKade app and start selling with care.