Customer hasn't received item - Refund Policy on Amazon Handmade
If a customer hasn’t received an item, how long is it before I need to give a refund? The item in question was sent 2nd Class on October 23rd, so should have been received by now, but of course, it may have been delayed due to COVID.
The customer is asking for a refund. I’m happy to give a refund, but would prefer to wait and see if it turns up, and wanted to know the official line, if there is one.
0 replies
Seller_xUKHc5xSYJmI4
There are several options
- You can refund the order and place a claim with your courier.
- Ask politely if the customer prepared to wait a little longer due to covid.
- Issue a replacement.
I have had several emails from Royal Mail showing the areas affected by Covid. Would would recommend checking whether your customer is affected by checking the service updates on Royal Mail website. If you have you an alternative courier then just follow either 1,2,3 or whichever you prefer.
Seller_bdSdLjti4IugQ
You can ask the customer if he/she is happy to wait longer, however, they have the right to ask for a full refund. If you posted it on the 23rd October it should have arrived by now even with allowing delays for covid as that’s 2 weeks come tomorrow. The customer can escalate the matter to Amazon via an A-Z claim and Amazon will refund the customer for non delivery. If anyone advises an item hasn’t arrived we only ever ask them to wait longer if it’s only a day or two past the estimated delivery date otherwise we issue a swift refund and advise them if they still want the item to place a fresh order so they get a new delivery date. I completely understand that it’s annoying but it’s easier to take the small hit rather then trying to juggle customer issues on and ongoing basis as usually you’ll find the same customer back in a day or two asking for a refund again but with a more angry tone.
Seller_5VQchxam8qFic
Thanks for the replies, appreciated. I’m going to issue a refund and forget about it, if the item then turns up, so be it.
