Christmas Selling Tip: Resolving Issues with Orders, Part I

The majority of Christmas transactions on Amazon.co.uk go smoothly, but occasionally you may encounter a problem.  In this three-part Christmas selling tip, we’ll look at some of the most common things that can go wrong with an order and effective ways of handling them.  

Part I:  The buyer has made a mistake with an order and wants to fix it.

Buyers do make mistakes with their orders.  Here are the most common things buyers may ask you to do to fix an order and suggestions for how you can respond:

Cancel the order.

* If you have not yet dispatched the order, you can cancel it.  Buyers only have a 30-minute window to cancel their own orders, but you can cancel them up until the time you dispatch them. If you use Charge When Ship, see these instructions. If you haven't enabled your account for Charge When Ship yet, please use these instructions.

* If you have already dispatched the order, you can ask the buyer to return it for a refund. It's advisable to wait until you have the item in hand again before you initiate a refund to the buyer.

Upgrade the shipping.

* If you have not yet dispatched the order, it is up to you to decide whether to upgrade the shipping method at the buyer’s request.  Sellers aren't obliged to provide a service that a buyer hasn't paid for, or to accept promises of future reimbursement from buyers (sellers can't invoice buyers for extra costs, including postage).

* If you have already dispatched the order, provide the buyer with information about the shipping method you used, give them a realistic timeframe for delivery, and ask them to be patient. Here's the information Amazon provides to buyers about delivery expectations:  Marketplace Shipping Times.

Send the order to a different address.

* If you have not yet dispatched the order, and the buyer says they cannot receive the order at the address they provided originally, you should cancel the order. The buyer can then return to Amazon.co.uk to place a new order using the correct address.  Amazon policy requires sellers to dispatch only to the address provided by the buyer in their seller account.

* If you have already dispatched the order, and the buyer states that they won't receive the parcel at the address they provided, it may still be possible for them to get the parcel re-routed if they know the recipient(s). Undeliverable parcels should be routed back to you and you can then refund the buyer. Since there will be extra routing steps, the best course here is to ask the buyer to be patient.

Coming soon: Resolving Issues with Orders , Part II!

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