I have just had a customer enquire where their order was as they ordered it approx 3 weeks ago. I shipped this item from the UK to the USA via Royal Mail 'international signed for' cost of shipping was £10.60, the value of the product was only slightly more.
I have used the tracking feature on the USPS website which tells me:
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"Your item was returned to the sender on June 13, 2003 because the addressee was not known.
Here is what happened earlier:
a.. NOTICE LEFT, June 12, 2003, 8:39 am, ODEN, MI 49764
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I print my packing slips directly from within osC so the address for shipping is exactly as the customer entered.
I think that I should refund the customer for the product, but not for shipping as it can hardly be our fault if he has addressed incorrectly or is not available to receive his order.
I really do want to build up a good reputation for Customer service as we are in a very competitive field, but at the same time we cannot afford to lose money due to customer errors, if that's what it is....
How do you guys handle this situation?
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1 reply to this topic
#2
Posted 26 June 2003, 18:30
Questions:
Did you verify with customer that HE entered the wrong address?
If NO-the address is correct then put a fright claim that the delivery person mucked it up and get them to redeliver no charge and/or give ALL of your freight cost back.
If yes - it was wrong - it is his fault - then ask:
Does he still want the product?
If YES - get a new address and re-mail cheapest way (insured - always) - eat the cost :cry:. Great Customer service.... You could recharge the freight incase it come back again - tell customer that it will be credit appon delivery - (they have to understand that you can't give stuff away and still make a buck on it).
If not - Say you normally charge a "restocking fee" and is NORMALLY 20% - MIN £5.00 or 10.00 (or whatever) Delivery is not applicable for credit (your not resonable for the charges - the customer is - it was his fault for not verifying HIS address.). But since I am fealing good today I will credit the full amount of the product only - not deducting ANY restocking fees at all. (however your customer still has to pay Freight
)
That way the customer is made to feal special :wink: and that it could have been worse :shock: and he could have lost more money or got none back.
Warning - you MAY have to pay Freight or other charges to get your product BACK!
Did you verify with customer that HE entered the wrong address?
If NO-the address is correct then put a fright claim that the delivery person mucked it up and get them to redeliver no charge and/or give ALL of your freight cost back.
If yes - it was wrong - it is his fault - then ask:
Does he still want the product?
If YES - get a new address and re-mail cheapest way (insured - always) - eat the cost :cry:. Great Customer service.... You could recharge the freight incase it come back again - tell customer that it will be credit appon delivery - (they have to understand that you can't give stuff away and still make a buck on it).
If not - Say you normally charge a "restocking fee" and is NORMALLY 20% - MIN £5.00 or 10.00 (or whatever) Delivery is not applicable for credit (your not resonable for the charges - the customer is - it was his fault for not verifying HIS address.). But since I am fealing good today I will credit the full amount of the product only - not deducting ANY restocking fees at all. (however your customer still has to pay Freight
)That way the customer is made to feal special :wink: and that it could have been worse :shock: and he could have lost more money or got none back.
Warning - you MAY have to pay Freight or other charges to get your product BACK!
