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Refund postage - per amazon what do i have to refund a customer
A customer sent back an item as we sent the incorrect item by mistake to them.
They sent the parcel back, guarenteed before 1pm next day delivery.
We did not say to send it like this.
Postage costs he said £8, do we have to refund him the entire £8 or only the cost of a second class signed for parcel which is only £3-95.
He is saying this was his only option to send it back tracked. We would have sent it to him originally by 2nd class signed for.
8 replies
Seller_2Dzy6vm3YOx8K
It would probably have been better to iron out the method of returning the item first (hindsight is a wonderful thing). I usually set out that if they return the item by 2nd class recorded (or whatever) I will reimburse all the costs. I know it is galling but as it was your error in sending the wrong item in the first place I would probably just refund in full and learn from it (and therefore hopefully avoid neg feedback too)
Seller_EJIX7rqDNQJi2
According to the Amazon policy, you are only required to refund him the lowest shipping cost available.
A seller, who wants to provide good customer service would refund the £8.
So t’s up to you, how you will deal with it.
Seller_BvioC6Fh2N6ou
You have to ask them to send a photo of receipt and refund the exact amount.
Seller_O0Da0PD9G1tjw
Bear in mind unlike us your customer may not be used to sending parcels and there may have been a misunderstanding at the post office. They had nothing to gain by using such an expensive delivery method. I would take a few deep breaths and refund all costs. As others have said discuss the method of delivery when accepting a return in future. The customer has had to make an unexpected trip to the post office and still has not got the item they ordered so i would not anger them further. I feel your pain but avoiding a negative feedback on amazon is worth more than a few extra pounds.
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