Refund, resend or?
Hi All, I just wanted to get peoples opinions on the following;
We shipped an order (FBM) for two personalised gifts to an address in Newtownabbey via Royal Mail. The customer sends a message saying they haven’t received the items and Amazon is showing them as cancelled. I checked the Royal Mail tracking and a delivery attempt was made but the items have been refused. They were returned back to us, since these are personalised gifts the best thing for us is to resend (even though we take a hit on postage). So I message the customer asking them to confirm the address and asking why the were refused. The customer comes back to me with;
" the address provided was a parcel motel address. I have contacted them and it looks like the address has been closed down. Could the items be resent to my home address please?"
The only issue is that the home address is in Dublin, Ireland, we can ship to Ireland but the cost to us is a lot more than to Northern Ireland. So what would you do? Refund and take a hit on the cost (down roughly £20) Resend to the address in Ireland (down roughly £5) or ‘insert other option here’.
Any help would be much apricated.
Refund, resend or?
Hi All, I just wanted to get peoples opinions on the following;
We shipped an order (FBM) for two personalised gifts to an address in Newtownabbey via Royal Mail. The customer sends a message saying they haven’t received the items and Amazon is showing them as cancelled. I checked the Royal Mail tracking and a delivery attempt was made but the items have been refused. They were returned back to us, since these are personalised gifts the best thing for us is to resend (even though we take a hit on postage). So I message the customer asking them to confirm the address and asking why the were refused. The customer comes back to me with;
" the address provided was a parcel motel address. I have contacted them and it looks like the address has been closed down. Could the items be resent to my home address please?"
The only issue is that the home address is in Dublin, Ireland, we can ship to Ireland but the cost to us is a lot more than to Northern Ireland. So what would you do? Refund and take a hit on the cost (down roughly £20) Resend to the address in Ireland (down roughly £5) or ‘insert other option here’.
Any help would be much apricated.
9 replies
Seller_7VbclcPFFRTnc
Parcel motels I believe were closed just before brexit due to customs issues
If you have to send to Dublin and amazon won’t have ioss’d (new word lol) the order, you’ll have to send duties paid which would be more than £5
The buyer could still then open an a-z
I personally would refund and explain you can’t ship to Ireland
Seller_esvgLzKXw2YAl
Ok, silly question. But does the order actually show as cancelled?
If it does, then the customer has more than likely already been refunded.
If not, frankly, there is no way that I would pay extra to send a parcel to Dublin.
Cancel it, refund it and if you have the availability for delivery to Ireland, the customer can reorder.
Otherwise, your likely to lost out on this by a fair margin.
