Dealing with INR
So a customer has contacted me stating the item has not been received, so they are either honest or lying. They ordered their product around 7 days ago, according to Royal Mail they will not allow you to make a claim unless it has been 10 days after you posted it. And even then they have to open an investigation.
So would I be right in telling the customer that they need to allow Royal mail to do an investigation before they receive a refund, or do we have to refund instantly?
0 replies
Seller_JcPDFivdut5IY
No,if you don’t have tracking proving delivery you will have to refund the customer first,then it’s up to you to await the date when royalmail will accept your claim,
maybe you could ask them if they would be happy to wait until tuesday to see if the item turns up after the bank holiday ,then if not process the refund
Seller_EJIX7rqDNQJi2
Everything depends on the particular order’s Estimated Delivery Date. As long as the order is still within the promised delivery timeframe, you can advise the customer to simply allow a few more days, check the mailbox, ask the neighbors or visit the sorting office…
If the latest day of the EDD range already passed, then the buyer will be able to submit an A-Z claim - anytime.
Was the order sent tracked or with a signature proof of delivery? If yes, was the tracking number submitted at the time of dispatch?
If not, I am afraid that any potential INR A-Z claim would be most likely decided in the buyer’s favor with a full refund.
Seller_kHIYvQFgzwVAy
Oh thanks for the replies, I was going to offer a refund then claim through RM, and oh shoot I forgot it was bank holiday today!
Seller_2BrPSydGy6oyq
It really depends if it was a small parcel, or large letter that fits the letter box, if LL then unlikely it was left with neighbours, or being held at the sorting office, so most you can do is advise the item purchased, address posted to and date posted, then ask if they can wait a few days (due to bank holiday) before you can ask Royal Mail to investigate.
It’s really just a check that the buyer has the correct seller and item, sometimes they just click on the first order presented and get the wrong seller, it’s clutching straws and if they come back to say still not arrived, then unless you have tracking, it as you say, refund and claim on RM.
