5 replies to this topic

[DEADLY9996]

Hi,

Still setting up, but i was looking into what to put for the T&C's.

And one bit of text crossed my eyes:

Quote

RISK OF LOSS

All items purchased from [Insert Name Here] are made pursuant to a shipment contract. This basically means that the risk of loss and title for such items pass to you upon our delivery to the carrier.

I take it that means if an item dissapears during delivery, they don't need to send a replacement?

If that is true, what do you guys/girls think to that? It's a good point, because if the Buyers like to rip you off (By saying they havn't received it, when they have), it means they can't.
On the other hand what about fair and honest buyers, who happen to lose there item during the delivery? they lose both the item and there money.

What are your thoughts on this?

[kymation]

I think you'll lose business if you say that. You are also leaving yourself open for chargebacks (and worse) if the customer doesn't get what they ordered. As an alternative:

1. Use a shipper that offers tracking. If a customer complains, you'll know if they got the package, and you have a third party to back you up. Give your customer the tracking number when you ship, and tell them it's being tracked up front.

2. Require insurance. Some carriers offer free insurance for low-value items. Charge the customer for insurance for more expensive items, and tell them why. If something is lost, or more likely damaged, refund or replace and deal with the insurance yourself. Tell the customer that this is your policy and why.

3. If the customer lies about receiving a package, show them the tracking receipt and close their account. You don't need to deal with crooks.

Regards
Jim

[DEADLY9996]

kymation, on May 24 2009, 03:40 AM, said:

I think you'll lose business if you say that. You are also leaving yourself open for chargebacks (and worse) if the customer doesn't get what they ordered. As an alternative:

1. Use a shipper that offers tracking. If a customer complains, you'll know if they got the package, and you have a third party to back you up. Give your customer the tracking number when you ship, and tell them it's being tracked up front.

2. Require insurance. Some carriers offer free insurance for low-value items. Charge the customer for insurance for more expensive items, and tell them why. If something is lost, or more likely damaged, refund or replace and deal with the insurance yourself. Tell the customer that this is your policy and why.

3. If the customer lies about receiving a package, show them the tracking receipt and close their account. You don't need to deal with crooks.

Regards
Jim

Yea, good points, i know i would lose business if i said that, and as a buyer, it is unfair. I was think of having recorded delivery for items over £15, but maybe i'd do it at £10 instead.
Should save both time and money if i do that.

But yea, was just wondering what everyone else thought/does, good to read other people's ideas and solutions.

[WoodsWalker]

Hi!

I agree with kymation - I would not put such a statement (and it's poorly worded, at that) in my Terms and Conditions page. Aside from kymation's points, the fact is, placing this statement in your T&C does not necessarily legally enforce it. Not sure what the law says, but I do know that out of about 1000 transactions since we put up our store, we have only encountered this situation once. At least, it MAY have been this situation. The dilemma is, it's hard to tell.

Since very few or none of our customers have ever tried to cheat us, and very few of our packages have ever been lost, we tend to believe the customer if they say they didn't receive an item.

And of course, on large items, we get proof of delivery.

Best wishes,
~Wendy

[jhande]

I only ship through USPS and every order shipped includes delivery confirmation and insurance.
On expensive orders I switch from delivery confirmation to signature required.

The extra cost is automatically included in the customers shipping fee and it's stated in my shipping statement.

A small price to pay to keep everyone safe and honest.

[rusty105]

How big are the items being shipped?

I did outside sales for a couple of years in the HVAC industry. ALL equipment left the factory FOB our Factory. Freight On Board. Meaning once the freight was on the truck, and left "Our Factory" The buyed has full responsibility for the goods. But these were also 1000 lb+ HVAC units. For small goods I would be a little put off as well.

Rusty