Customer Request Help
I have received a message from a customer stating:
Hi received keyring parcel the parcel was open but no keyring.what do I do next
Any advice on how to deal with this would be appreciated?
Thanks
0 replies
Seller_esvgLzKXw2YAl
Well assuming that it’s FBM and as it’s small, it probably went by letter/LL, then you probably will just refund it.
To do otherwise, ends up in a A-Z which you will more than likely lose and isn’t worth the battle.
Winston_Amazon
Hey @Furever_Gifts,
Hope these great posts helped you out!
Seller_2IqU6eYHmCUaV
The problem with using the same label , it will already have be scanned by Royal Mail .so is invalid for further use
You have sent item , they said they have not receved it , It is best to process a refund , even if you take a hit on the item. If you send another item where is the proof that that one will be delivered and you will be 2 item costs down!
Seller_xUKHc5xSYJmI4
According to Royal Mail policy if they come across a parcel which looks like its been opened they would normally record the information at the local delivery office. This applies to damage or dented outer packing.
We look at the information such as when was the order dispatched date of claim and any information that suppports the claim. Royal Mail do ask for photographs when recording a claim but its a grey area requesting proof of damage on Amazon. Royal Mail ask for details of how the order was packed etc.
I know as buyer on other websites they always require proof or even a video footage showing the issue.
Like the other seller has suggested better to refund and register the claim with Royal Mail. The claim will be recorded against the address and a refund will be logged against their account. Too many refunds may cause some concern.
