Customer wants to refuse delivery day after order shipped
We have had a few of these lately. Is this becoming a trend now too? Customer places order and we ship it same day and then next day they say they don’t want it now as they found it cheaper and want to refuse delivery so they dont have to pay for return.
Well this sounds just like a change of mind and they should pay for return. Obviously there isnt a lot we can do about it if they refuse delivery. We have paid £8 courier fee to send it out and they will charge approx £5 fee to return to sender.
Amazon also contacted us on customers behalf:
Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: {Moderator Edit (Jessica) order ID removed}
Item:
Reason for contact: Where’s My Stuff?
Details: Cx said she found the item at a cheaper price so she no longer wants this one.
CX does not want to charged to return item if it does show up.
Please send a status update to the customer.
What would you do in this situation?
Customer wants to refuse delivery day after order shipped
We have had a few of these lately. Is this becoming a trend now too? Customer places order and we ship it same day and then next day they say they don’t want it now as they found it cheaper and want to refuse delivery so they dont have to pay for return.
Well this sounds just like a change of mind and they should pay for return. Obviously there isnt a lot we can do about it if they refuse delivery. We have paid £8 courier fee to send it out and they will charge approx £5 fee to return to sender.
Amazon also contacted us on customers behalf:
Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: {Moderator Edit (Jessica) order ID removed}
Item:
Reason for contact: Where’s My Stuff?
Details: Cx said she found the item at a cheaper price so she no longer wants this one.
CX does not want to charged to return item if it does show up.
Please send a status update to the customer.
What would you do in this situation?
Seller_HuoGnENb0muIm
Personally I would point them in the direction of the Amazon Return policy and highlight the following section.
" Note: Refusing delivery of a parcel isn’t always a trackable means of return. The return may not be covered under a seller’s return policy or the A-to-z Guarantee. You should accept delivery of an item you want to return and request a return as above."
You can then point out that if they go outside Amazons official return policy and something goes wrong they may not get any refund at all.
Most likely Amazon would actually refund them but it might make them think twice.
19 replies
Seller_7VbclcPFFRTnc
Doesn’t seem a lot you can do if they do in fact refuse delivery
How long after ordering / shipping do they message?
Seller_HuoGnENb0muIm
Personally I would point them in the direction of the Amazon Return policy and highlight the following section.
" Note: Refusing delivery of a parcel isn’t always a trackable means of return. The return may not be covered under a seller’s return policy or the A-to-z Guarantee. You should accept delivery of an item you want to return and request a return as above."
You can then point out that if they go outside Amazons official return policy and something goes wrong they may not get any refund at all.
Most likely Amazon would actually refund them but it might make them think twice.
Seller_HoDUIzwpPSkfC
Obviously it’s a cost you don’t want or need. The customer is within their rights to cancel the contract under remote selling and if they do that by not accepting delivery, there’s not a lot you can do (they haven’t taken receipt of the goods and hence have never owned the goods).
Personally, I wouldn’t risk bad feedback … just accept the goods are coming back and refund as soon you know the goods are on the way back to you. At least you have a new and unused item to put back into your inventory, and you don’t have to deal with this customer further down the line when they’ll think of any spurious reason to return the item.
Seller_l78koE9kGCu59
Nowt you can do - that’s unfortunately the way the consumer is behaving at the moment. Sucks still tho!
Seller_Ku3vjk0Ptgvm2
I had exactly the same thing happen a few days ago, the customer then say’s “item not received” so I’ve told them to stop playing the system as the item shows delivered… I will be expecting an A-Z soon.
Seller_idCSjD35wINVo
The parcel was delivered today by DPD. Door was opened and parcel accepted so the message from @Boxes2go regarding policy has done the trick. Now I will await a return request if they still want to send it back.
Also it will be a change of mind if they wish to return it so they will have to pay some fee towards this order. That will satisfy me as I don’t think its right they can order something and tell you they dont want it when they get a shipping notification and get away with costing small businesses £10-£15 every time.
Seller_t1stbSYkguzWr
We had a customer order two rowing machines from us…or should I say her dog laid on her phone and ordered them both. Yes that’s genuinely what she told us happened. She messaged 4 hours after the items had left our warehouse requesting the cancellation. She has now refused the deliveries and is demanding her refund… she clearly doesn’t have messages enabled either. Unfortunately no choice but to fully refund her once we get the rowers back from DHL tomorrow.
