The markets are tough these days. People expect more from a company they do business with and expect to get what they pay for, and then some. It is often difficult to live up to those expectations but not impossible. A lot of people do not know how to deal with negative feedback or complains; it is just not something that is commonly taught these days.

One of the first things you need to establish with the complainer is if they are unhappy with the product or service you have provided in general or if they had a bad experience with someone who worked for the company. The next thing to establish is if they want a refund from you as an online seller, why they want it.

Did they just want to try your product or service for a little while and then get there money back or was something truly wrong or defective with the item. If they simply wanted to try the product or service for a time and get there money back depending on your user arrangement and terms of purchase they may just be trying to get out of what they agreed to in the first place.

This is one of the hardest things to establish, but the thing to remember is to always be polite and courteous to the customer. This will go a long way in calming them down if it is a fault of the company that has caused them to be disgruntled.

Also really try to help them people know if you are trying to give them the run around or if you can really do anything to help them. If you go the extra mile for the customer that will do wonders to help retain them as a customer and smooth over anything that has caused them to be unhappy with the company.

One of the best way is – when people bring complaints to you thank them for their suggestion and ask if they would like to be notified when any changes or an answer to their suggestion or complaint has been made.