Refund policy if product misses delivery deadline
Hi, can you advise please, a few of my products are now missing the delivery deadline, likely due to the Royal Mail backlog. If a customer demands a refund even after 2 or days of the deadline do I have to give one? is there a policy on customers having to wait for a certin amount of time before they can have a refund for non-delivery? I hope most customers will be reasonable about this as i suspect this is going to hit me hard, but some will no doubt play the game and use this to their benefit. Once the refund is done that product in most instances is gone to me, I won’t see it again…thanks, i really need advice on this one,
0 replies
Seller_SITNVuZK87zGK
You can ask the customers to wait a bit longer, but they don’t have to. Once they have contacted you, and provided the last estimated delivery date has run - they can open an A to Z.
Seller_N2JAAZHfPg4CQ
As soon as the estimated delivery date is up unfortunately a refund is about the only option. Lots of customers will be understanding and wait a little longer especially at the moment with strikes but a lot know how to play the system on Amazon and will contact you at the first possible chance knowing you have to refund and as you say once the item turns up that same day or few days later there is very little that can be done to get it or your money back.
Seller_ae51e0CJoHqCX
Part and parcel of dealing on Amazon and the the reason why so many have cooled off the selling changed handling times etc. It is a minefield but as soon as someone sends you an email to say it is late, the A-Z claim will go straight through if the delivery is not confirmed between the message and the A-Z being decided on.
It’s a judgement call, never had so many A-Z claims and refunds plus I am well down this year on sales compared to previous years.
The metrics and claims are there for you to try and solve the issues to maintain some sort of normal service through these challenges.
Seller_PAoOCZ5pKszVP
ok thanks both, that was my worry, this is going to be a disaster…one that is almost impossible to avoid when you use Royal Mail (my products are mainly video games post thru’ the letter box and are low margin so I had little choice)…
Just wish more customers out there were more honest, you can spot the customers playing the system straight away, rude, demanding, ‘not happy’ etc…
Seller_P9WE9DmQhKbaT
I always ask customers to wait a bit longer,
The gist is something like- I am sorry, this might be the reason, with your permission could we wait a few more days until a specified date (stretch it out as long as possible) of course if lost you get a refund, or if late a free return is available. Please confirm your address (main reason for this bit it encourages the customer into a dialogue) . Happy Christmas
This works many more times than it fails.
Often replies on these boards sellers mention potential A-Zs, but in my experience they are quite rare and unless you are doing the job very wrongly, the odd A-Z doesn’t matter
