Customer wants to cancel whilst in transit
I have a customer who has contacted me to cancel his order and demand an immediate refund. He lives in Spain and the tracking states it is due for delivery in the next couple of days. I cant cancel the delivery from happening and if i refund him he will keep the item (worth £130). Failure to listen to his demand will result in an A-Z which will probably go his way or would it? Any ideas?
11 replies
Seller_2BrPSydGy6oyq
Inform the buyer as the order has already been dispatched and in transit, it’s not possible to cancel and as per Amazon policy, they can of course return for a full refund once it’s been received back.
If they refuse delivery, then wait until it’s returned, or at least on it’s way back before refunding, whatever you do, don’t refund upfront, or no chance of seeing it again.
Seller_KrwTibXsmpQm5
Presume you have sent it tracked and you entered the details when you dispatched the item.
I would certainly follow the advice from The Pink Panther.
Definitely do not refund until you have the item back or you have evidence that it is on the way and you can track it.
Good luck.
Seller_xUKHc5xSYJmI4
Hello
When the seller marks the order as dispatched the customer receives an email via Amazon to confirm the order has been dispatched and cannot be cancelled.
Also to check the estimate delivery dates that the customer agreed to when they placed the order.
Good Luck
Seller_lt0vdQSvuVUco
That’s the bit that jumped out at me, and doesn’t look good.
Has he said that? If so, he’s planing to make an A-Z already without any grounds whatsoever. I’d be pointing this out if he opens a claim, because surely even Amazon wouldn’t look too kindly on it.
That would be like someone sending you a text saying that they’re going to claim you hit them next time they meet you, then reporting you assaulted them on your next meeting.
Seller_5ia3Q2YxXVCxe
I’d consider telling them to REFUSE delivery - the item will come back to you in due course, and not incur extra costs (unless your courier charges you for returns) - if the Spanish buyer returns after accepting, then YOU have to pay him the cost of return postage, (or possibly the difference between local and international return postage?).
Seller_Qe3M09i28yngl
I decided to ask Customer support what the policy is and they said not to do anything until the item is delivered.
I made sure he emails this advice to me so i had it in writing.
2 hours later there is now an A-Z claim against me as predicted!
I have quoted the case reference number so well see what happens.
Also, even though i sent my parcel international tracked and signed, there is no tracking in Spain!
Seller_pRtZKnwFtS3PQ
Seriously, selling into spain (and italy) is so risky its not worth it.
