Postge refund for non collected items
HI all
I can guess the answer, but just in case::- an item is ordered from amazon.uk to a German address. It’s sent tracked. Tracking shows that delivery has been attempted, but no-one home. Item is returned to delivery office/paketshop awaiting collection. Two weeks later, no-one collects and item gets back to me after a further week. There has been no communication from buyer. I am obviously obliged to refund the item cost. But what about the postage, which is about £8.90? Do I refund this too?
Thanks
17 replies
Seller_LPyAcrgO3zR2D
Amazon say you are meant to because Buyer did not receive their item. Personally, I wouldn’t refund original postage. Why be out of pocket for a Buyer who cannot even be bothered to go & collect their package when delivery has been attempted? Perhaps a ‘change of mind’ & doesn’t want to be available for delivery / collect package & have to pay for return postage?
Your running a business here. Not all Sellers have Amazon’s low delivery postage rates from RM or Couriers. Though, its up to you!!
Seller_09620bfdW4NZV
I have almost same case, but Buyer located in France. Courier attempted to deliver 2x, buyer Not available to received. Buyer sent loads of messages to me and A-to-Z Guarantee Claims and Buyer refunded in full despite we did not received the returned items yet. Our metrics affected due to this.
Seller_bklvVoG6t9YyN
For any purchases, if the buyer does not receive the item, they are entitled to a full refund of ALL costs. The decision to send the item via tracked delivery is a choice that is made by the seller.
The Long Distance Selling regulations are for the EU - as the UK is still part of that process at this time, you are obliged to comply with the Law.
I do agree, when items have been posted, it is annoying that when not collected, you have paid delivery costs and have to refund them. However, part of your delivery costs are charged to cover the fact that the item may get returned. Failing to comply with your legal requirements could result in action being taken against you, not just by the Customer (and the Relevant Authority i.e. Trading Standards or Equivalent in Germany), but also Amazon. Is it really worth not complying given the action that could be taken?
Seller_nvADPpjZqpzC3
Just to add, German Packstation will not accept signed-for deliveries, they will simply refuse them.
Tracked without a signature will be okay.
Seller_eGKchd347dDW0
If you will not refund ALL you will most likely to get Negative or A-Z and 100% will LOOSE
You have to pay from your pocket for lazy buyers and take it as a loss or you will not stay long on Amazon trying to prove your points of views.
This is reality and you play their game
Seller_y7wlA8Npjq1Or
It is a simple answer what would you want if you had purchased the item under same circumstance.
I think the answer is your money back ALL your money back.
So answer is refund in full unless seller told you they changed their mind but that’s a different story.
Seller_Rds42gzScDQFa
Perhaps the buyer is unable to collect the items due to no fault of their own, they maybe ill or worse, have been hospitalised. I know it’s painful to refund in full but as a seller this is part and parcel of trading online.
Seller_jX19g2IWGiNIG
I had exactly the same thing happen with an order from Germany. I sent the item with a tracking number. A month later the item was returned to me. It seems the postal service tried to deliver it once, didn’t leave a note and just put it back into the system so after a few weeks it was returned it to me in UK.
The customer was very reasonable and not making a fuss about it. So I re-sent the item with a new tracking number and the buyer and myself privately split the extra cost.
