Items that are returned due to customer missing the delivery and not collecting from royal mail
We have a lot of items being returned to us due to customer not collecting from royal mail. Customer does not contact us for a refund. What do we do in this situation. Do we still refund them. Can we deduct the cost of postage that we incurred to send the item to them.
17 replies
Seller_8Wsckn3UoR095
Yes
No, sadly you must refund in full and take the hit.
I assume they’re at the post office due to not being in when delivered?
Seller_DTufFoxJuMU0M
I usually contact the customer and let them know that their order has been returned marked as “not called for” and would they like a refund or would they prefer I repost it?
Not much you can do regarding the post though, customer is entitled to return the item and get a free refund.
Seller_77IcbQKVGdZo0
I’m surprised you get a lot of items normally you would expect it to be just the occasional one now and again.
You have to refund as it effectively a return. The customer may have chosen not to pick it up in order to force a change of mind return.
Depending on how you pay for your postage just check the postage is applied correctly and there are no charges to the customer for under declaring your postage. Customers will often not collect if they have to pay more.
Seller_ZQyopdiwkUHOZ
Since they weren’t delivered, does anyone know whether you would have to refund the full postage if a premium option had been selected? Assuming delivery was attempted on time, of course.
Seller_6yMZxxomW7QJI
we dont charge for postage but obviously it costs us to send it. So when customer doesnt collect from royal mail, although we get the item back, we lost on the postage. Would it be better to charge for postage. In that situation would we be able to keep the postage and only refund the product price?
Seller_ICqvJVQurZXgc
Look upon it as a bonus if its returned by the royal mail you dont get charged if the customer makes a nice not as described and returns via amazon you get the bonus of the over inflated return postage.
Seller_gOzZ4ehojzaW0
I have suddenly started getting an enormous amount of items returned from Royal Mail due to buyer not collecting them when the delivery is missed.
I am 100% certain the buyers know nothing about the attempted delivery as the post person hardly ever leaves the missed delivery red card informing them.
When I then contact the buyer they know nothing about it and so did not collect it
Seller_xUKHc5xSYJmI4
Could you let us know the volumes that are not being collected?
Seller_CdGI3SJTDYULR
I prefer refund, after getting no response
