Customer refusing delivery
I have a customer that purchased alcohol at 15.15 on Monday 4th April, dispatched Tuesday 5th by Parcelforce as it was beer and not suitable for Royal Mail, too much liquid. Delivery attempted today Wednesday 6th at 12.35, no answer. Customer messaged at 13.30 saying they disagree with PF as they where in, when would they get their delivery? I advised the card left should advise them that delivery should be attempted again tomorrow. Customer said no card left and the parcel should have been left in her safe place, I advised that Amazon terms & conditions require age verification on delivery, she then said she needed the beer today for someone’s birthday and had to send her daughter to get something else.
I will have to pay to have the parcel delivered back to me, I think this is unreasonable behaviour, I met our delivery promise, will Amazon side with the customer?
5 replies
Seller_tRuvBEHDedp4q
Doesn’t PF return stuff to sender FOC if not collected?
The customer has a legal right to return anyway and you would have to refund all costs charged including the original delivery charge. This is a legal right, with very few exceptions. I dont think alcohol is in the exception list. If PF do give you a FOC return then you just refund the customer in full. If they do not offer a FOC return then (and this is a grey area on Amazon) you can deduct this charge from your refund as it was a ‘change of mind’ return.
Seller_NoMNQDGnEW5Bx
And don’t refund til it comes back to you as its a well known scam that you refund then the customer goes to the depot and picks it up
