Customer returns - Courier collections
We offer free returns for damaged or defective goods (should the customer not want a replacement) for a full refund on FBM/MFN orders as per company and Amazon policy's.
Included in this pre paid return we are paying for a courier to go round to the property to collect, on a set time as advised in the tracking information provided when the collection was booked to collect the item to be returned back to us, this costs us around £10-15 depending on location and we are happy to pay this as its in our policy mentioned above.
We now have a customer who despite having this information regarding collection date and time, has missed the collection and the driver has left the pre paid labels at their property so they can now affix the label to the box to drop off at their nearest UPS point. They are refusing to drop off the package as it is 'too heavy' and cannot move it. Are we liable now to pay for another courier to collect and spend another £10-£15. The courier UPS (to my knowledge and advice) does not offer a 'collection only without label' service and can only be sent to a property with a new label generated.
Any advice on this? I am concerned as it sounds like it may go to A-Z judging by the customers attitude during the returns process, we are keeping professional and providing all the advice and instructions regarding return etc but we don't want to spend a fortune sending couriers around when the customer won't be in to hand over the package.
Thankyou!
1 reply
Seller_ZJhFeE3tNKzfh
so first of all you only have to offer collection per Amazon policy if the item is deemed heavy and bulky.
But look up bulky returns where it states as follows
We scheduled the home collection as per buyer’s availability but they were not home at the time of collection. What should I do?
We understand that this can happen as buyer may have had an emergency to attend to. We request you work with the buyer for an alternate slot for home collection for another time. As per the policy, you have three attempts including the first one to arrange for home collection and it is to accommodate such unforeseen circumstances.
