Advice needed on refund for late delivery
I’ve been contacted by a customer who didn’t receive their order in time for Christmas, and wants a refund, but also wants to keep the item when it does get delivered. It was posted on the 16th December by Royal Mail CRL24 service through my click and drop account.
I can’t seem to find any Amazon policy covering this situation, so would appreciate any advice on the best way to deal with this.
0 replies
Seller_esvgLzKXw2YAl
Your stuck between a rock and a hard place with that one.
Chances are, the customer will simply open an A-Z if you don’t refund it and get to keep the item anyway.
Without full tracking, you will lose.
But I would be tempted to send an email to the customer playing on their sense of fairness, but if you do, be very careful how you word it.
And if it’s only low value, probably not worth the hassle.
Seller_L2WLWf8N814M4
Hello @Highland_Heritage,
Can be a good idea to contact the buyer and explain the situation.
If the customer decides to file an A to Z claim you can appeal that and provide all the details.
Here is a link to AtoZ claim policy.
Regards.
Nickolas
Seller_G8eWP7YqaJU36
I took Neil’s advice and refunded the customer today without them having to raise an A-Z claim.
Shortly after this was processed, the customer messaged me to say the had received their order today.
