Customer Ordered Again, After Previous Refund Granted
What would you do in this situation?
We had a customer recently that ordered (worth over £150) and claimed non delivery, despite the delivery image showing it was delivered inside their secure gates. It's also not the sort of thing someone would steal, given A) it's size and B) the type of product it is.
The customer opened an A-Z and won (unsurprisingly).
However, the same customer has now placed the exact same order, albeit nearly a month later.
What should we do in this situation? As i'm hesistent to send the order out again, only for the same customer to win an A-Z if they wish...
Customer Ordered Again, After Previous Refund Granted
What would you do in this situation?
We had a customer recently that ordered (worth over £150) and claimed non delivery, despite the delivery image showing it was delivered inside their secure gates. It's also not the sort of thing someone would steal, given A) it's size and B) the type of product it is.
The customer opened an A-Z and won (unsurprisingly).
However, the same customer has now placed the exact same order, albeit nearly a month later.
What should we do in this situation? As i'm hesistent to send the order out again, only for the same customer to win an A-Z if they wish...
2 replies
Seller_ZVAz3d5lZuGid
If your metrics can take it, I would cancel the order - it will only stay on your Pre-fulfilment cancellation rate metric for a week. They maybe have realised how easy it is to play the system.
You could send them a message saying that as there seemed to be a problem with their previous order, that you do not want the same to happen again, so you have cancelled their order ! Call their bluff - did you challenge their previous claim of INR by sending them the photo of the delivered parcel ?
Seller_KlbXZHzQGSDZv
As Jilly says the correct action would be to cancel the order and take the metrics hit.
The incorrect but more satisfiying would be to send them a brick fully recorded with signature etc after first photography putting the item into the packaging :)
Much less complicated to go with item 1
