Undelivered, customer request a replacement
Hi Everyone,
Knowing that if the order is not delivered on time, the customer gets a refund from amazon, if the customer just simply requests a replacement, should I send a replacement or get the customer to place another order and refund the old one?
thanks in advance
3 replies
Seller_BuNMsd0so0Amp
If these were the options I’d refund and invite a new order.
In these instances though only about 20% reorder - which says something; not sure what though.
If you send a replacement they can say that that did not arrive.
By refunding and then hopefully getting a new order these actions are on record with amazon.
If the first one was not sent tracked - and you can afford it - I’d send the second one with Track & Signature.
If it is just late you can ask them to wait a bit longer - given the circumstances.
But, they may just raise an A-Z.
Seller_bdSdLjti4IugQ
I always give the customer a refund and advise them to re-order if they still require the product, however, the refund does take 5 - 7 working days to be processed so if the customer doesn’t have any money in their account to re-buy the item they will have to wait the 5 - 7 days for the refund and then to re-order.
Seller_9gxLEcl5fL4JO
Hello,
This is for non-tracked small cost items we send RM - We always ask them to check with neighbour and post office in case they missed a calling card and ask to confirm their address - in case they put the wrong address on. In these times, we also explain RM deliveries can take an extra day or two and Amazon delivery dates are only estimates so it’s likely the goods are still on the way. After another day or so, If they confirmed the address and still not had the item, we offer a replacement and send it tracked. Never had another issue with customer coming back claiming non-delivery again.
Even if they did, we would have had tracking for the replacement order, so whilst late it would still show as delivered. Even when low cost, we use RM 2nd Class recorded, slightly more expensive but ensures there is proof this time.
I think that is better customer service then asking customer to re-order - especially if the item is low cost and didn’t get send tracked.
Also bear in mind that some customers are genuine - although majority of the parcels we do get back from RM get returned to us saying customer failed to collect - so they clearly don’t bother checking the post office but we sort of assume that in the first place - our original message is to more acknowledge their issue and confirm we are not just dismissing them. Sometimes we don(t hear back after our initial questions. Presuming they had the goods delivered in the meantime or if not genuine, realised they have to jump through a couple of hoops before we fold and give them a replacement/refund so it’s not worth them going ahead.
