Customer says he doesn't want item anymore and will reject on delivery?
Just had an email from a customer who ordered something for around £15. He sent an email today saying he doesn’t want the item and will reject it upon delivery.
Completely bonkers really. Where do I stand with amazon for the fees I will incur from it being sent back, and also what would happen if the item is lost by RM and the customer does an A-Z?
10 replies
Seller_DJCaLsroslyPV
First thing first, was it sent using a tracked service?
Seller_PU1yxhYzMAOnt
RM Small Parcel so it will have delivery confirmation at most.
Seller_B4VbHpnDLDLAU
Customer has a right to reject and you will have to issue a Full refund including the original postage,
If its been sent RM then its good for you as they don’t charge for returning an item that’s been rejected.
As long as you put your return address clearly on the package im sure it will be returned in a couple of days
Seller_MT8rt0A2OpbCx
As has been said, the customer has the right to change their mind. However, I would not refund until you have the item back, or at least know it is on it’s way, if that can be seen on RM using the 2D code. Just in case someone accidentally accepts the parcel, or they have a letterbox large enough for the item to fit through.
Seller_2BrPSydGy6oyq
Once you refund the buyer Amazon will refund your fees, but likely to hold an admin fee of 20% (up to a max of £5) so would cost you this fee if charged, plus the loss on your outgoing postage, but you would lose this anyway even if the buyer returned as a change of mind.
Amazon advise buyers not to refuse delivery, but to accept delivery and return otherwise it may affect any claim, that they would support you on this point is another debate, but if tracking states rejected and is then lost, it’s not technically an INR and your only option for defending an A-Z.
As pointed out RM don’t charge for returns, but if it was a courier that did charge, then you could deduct the cost of return from the buyers refund in the case of a change of mind.
Seller_j4FKLU8LN0sZg
If its REFUSED at point of delivery you will not be charged by RM for return to you as long as your address is on rear of packet,parcel.
Seller_w1Y7gBnHkykbc
This is from the Which Consumer Rights website:
Under the Consumer Contracts Regulations your right to cancel an order starts the moment you place it and doesn’t end until 14 days have passed from the day your goods were delivered to you, your nominated neighbour or your dedicated safe place.
You should be given the ability to cancel an order at the point of sale. For example, this could be an online form or instructions to contact.
You can cancel an online order in writing, by fax or by email, and a cancellation form should also be made available although it’s sensible to stick with the process the retailer has set up - if it’s reasonable.
The retailer shouldn’t make cancelling an online order unnecessarily difficult. For example, you shouldn’t need to call to get authorisation to return an item. You also shouldn’t be told that items can’t be returned unless you’ve got a cancellation code.
Check the retailer’s T&Cs and returns policy, as these will often set out the returns process, which will be especially relevant to you if the order is already in transit and you may need to return it once it’s been delivered.
If your order is in transit already, you probably won’t be able to cancel it before it reaches you.
But, remember that you still have the right to cancel the item for up to 14 days after you’ve received it. Once you’ve confirmed with the retailer you’d like to cancel your order, you then have a further 14 days to return it.
Once you’ve confirmed you would like to cancel your order with the retailer, it will usually be your responsibility to return the goods if they are already with you.
Usually you’ll have to bear the direct cost of doing so too, unless the retailer has offered to collect them or they can’t be posted.
Importantly, the goods must be returned within 14 calendar days of the confirmed cancellation. If you don’t return the goods during this time, the retailer may not be required to refund any payment.
If the retailer failed to provide you with information that you would have to pay to return the goods, the retailer should pay for the goods to be returned.
