Customer requesting a return only 48 hours after purchase due to missed delivery date
Hi there, we had a purchase come through on the 14th of July, (10pm) which we shipped and dispatched the following morning through hermes, it is a parcel going to Northern Ireland and our deliver by date is
Purchase date
14-Jul-2020 22:24
Ship by
16-Jul-2020 23:59
Deliver by
22-Jul-2020 23:59
However, on the 16th of July we recieve this message (buyer name removed) Dear Hancock &Brown and buyer name* This email is being sent to you by Amazon as notification and confirmation that a return authorisation has been requested for the item(s) listed below. Hancock & Brown, please take action on this return request in the Manage Returns section of your seller account. You can also respond to the customer by replying to this email. buyers name the information below confirms that you have requested authorisation to return the items below to Hancock & Brown. No additional action is required from you at this time. Order ID: (Removed) Return reason: No longer needed Customer comments: Delivery date is past when I need it for. Request received: July 16, 2020 Best regards, Amazon Services Europe
I don’t understand how they can open a return request before the delivery due date? I understand that they can return the item once they have recieved it in the post for a full refund, and we are happy to do this but will this affect our seller metrics?
Thanks for your help
Customer requesting a return only 48 hours after purchase due to missed delivery date
Hi there, we had a purchase come through on the 14th of July, (10pm) which we shipped and dispatched the following morning through hermes, it is a parcel going to Northern Ireland and our deliver by date is
Purchase date
14-Jul-2020 22:24
Ship by
16-Jul-2020 23:59
Deliver by
22-Jul-2020 23:59
However, on the 16th of July we recieve this message (buyer name removed) Dear Hancock &Brown and buyer name* This email is being sent to you by Amazon as notification and confirmation that a return authorisation has been requested for the item(s) listed below. Hancock & Brown, please take action on this return request in the Manage Returns section of your seller account. You can also respond to the customer by replying to this email. buyers name the information below confirms that you have requested authorisation to return the items below to Hancock & Brown. No additional action is required from you at this time. Order ID: (Removed) Return reason: No longer needed Customer comments: Delivery date is past when I need it for. Request received: July 16, 2020 Best regards, Amazon Services Europe
I don’t understand how they can open a return request before the delivery due date? I understand that they can return the item once they have recieved it in the post for a full refund, and we are happy to do this but will this affect our seller metrics?
Thanks for your help
3 replies
Seller_ejwc84JNL5Uk6
Don’t worry about it- you must authorised the return as buyer can return for any reason anyway. Don’t refund until item is returned though. Your metrics won’t be affected so long as you authorise the return immediately.
Seller_19xPhE8YgkmxW
Hi Hancock _Brown
They might have ordered and then realised Az’s estimated delivery date was too late for their event, but given your speedy despatch, it might be in time, anyway - can you message them? Youcan find out from Hermes tracking when it’s due to arrive and inform them
If it’s still too late, could you ask them to refuse the package, so it would be returned to you - I don;t know Hermes rules on this… (Royal Mail will do this)
Hope that helps
Brian
