Customer doesn't pick up the package
Hi all,
As we start to sell more we notice that more often packages are sent return by the carrier because the customer didn’t pick up the package at the location it has been shipped to because they were not at home at the first delivery.
We now got a French customer that just ignores what I say. I informed him that he could retreive the package from a location, he had two weeks to do this but now he comes complaining again that he didn’t received the package.
The customer is also sort of trying to blackmail me by saying that he would be happy to leave a negative feedback, while I already told him we were going to refund him once we retreived the package.
How do you handle these kind of customers?
Customer doesn't pick up the package
Hi all,
As we start to sell more we notice that more often packages are sent return by the carrier because the customer didn’t pick up the package at the location it has been shipped to because they were not at home at the first delivery.
We now got a French customer that just ignores what I say. I informed him that he could retreive the package from a location, he had two weeks to do this but now he comes complaining again that he didn’t received the package.
The customer is also sort of trying to blackmail me by saying that he would be happy to leave a negative feedback, while I already told him we were going to refund him once we retreived the package.
How do you handle these kind of customers?
4 replies
Seller_hMBZxXLE8ZIqI
Ah the French customer…
Sadly I’ve had the exact same thing in France… La Poste is very bad and french customers are hardly ever willing to go to collect from their local post ofifce as they see it as “but you should deliver!”
Unfortunately once La Poste has tried to deliver once they will not do so again unless it’s an express parcel with extra attempts.
I’m afraid your best course of action is most likely going to be to give the refund or the customer will open an A-Z and win it… which is what happened to us with our first french customer that didn’t want to pick up their parcel. Since that I send everything to France untracked as it’s cheaper and most of the time will either be pushed through a letter box or left on the customer’s property.
And if it gets lost there is always the RoyalMail claim… on the grand scale of things the few claims we had to do to France and the fact we now pay less on the outbound postage has covered the lost items and been a lot less hassle…
Seller_EJIX7rqDNQJi2
Unfortunately, I am having a similar experience with buyers in France, Italy and Spain.
If the buyer appears not to be receiving your Buyer-Seller messaging communication, it usually indicates that they either opted out of the buyer-seller messaging or no longer have access to their registration e-mail’s inbox.
To ensure that any important messages are delivered, you need to select the “Additional Information Required” subject or use the [Important] e-mail header.
Here you can learn how to send critical messages to buyers:
If nothing works, I text them the carrier’s tracking information by phone.
