Another one of those
10 minutes before 5pm on a Friday I get email from a buyer who hasn’t received her order. According to the tracking it was signed for, but all I see is a photo of the parcel containing 50 quid worth of stuff outside a closed door. The courier told me to contact them again on Monday to see if they have hard evidence, customer wants a resolution now. What shall I do refund now or wait until Monday and risk a A-Z?
0 replies
Seller_77IcbQKVGdZo0
If you have tracking I would wait and tell the customer the order is showing as delivered but as they have reported non delivery you have contacted the courier and they are investigating.
If they are scamming and looking for a quick refund they may do nothing else. They may still raise an A-Z though.
The real question is can your metrics take an A-Z? if not a quick refund might be better than harming your metrics.
Seller_DROodOAYHftnc
I certainly wouldn’t be refunding straight away - their attitude rings alarm bells to me.
Seller_pD4k5nUkDbIgP
Actually I have decided to refund for two reasons a) my account health is good but I have not sold a lot FBM and sales are really slow atm and I am afraid I might get damaged by it. b) I read the courier’s guidelines, and it looks like the driver didn’t follow them, as they are not supposed to deliver when no one is at home unless the sender authorises them and instructs them to leave it in a safe space, they also must take a photo of the parcel when the door is open. All I see is a parcel outside a house with a door that is definitely shut. I think I have a case to get at least some money back. It might be that the customer realised that and has the order at home but there is no way I can prove it.
Seller_pD4k5nUkDbIgP
I got my money back, when I realised that the courier had not followed their own rules, I knew I had a strong case and I could refund the buyer instead of risking an A-Z.
