Christmas Selling Tip: Resolving Issues with Orders, Part I | Main | Christmas Selling Tip: Resolving Issues with Orders, Part III

21/12/2011

Christmas Selling Tip: Resolving Issues with Orders, Part II

In part 2 of this Christmas selling tip, let's look at another possible order problem: non-receipt of the order.

Part II:  The buyer hasn't received the item they ordered.

As you might expect, buyers will be  anxious to receive their Christmas orders and may contact you by e-mail to check on the shipment status.

* In many cases, the order isn't late but may not have arrived as early as the buyer hoped. It's possible that the parcel didn't arrive at the earliest estimated date.  In the case of "slow" deliveries, you will often need to explain the delivery timeframes when buyers ask, "Where's my order?" Here is the customer Help page on which we post information about delivery expectations: Marketplace Shipping Times.

* If the maximum delivery date has passed, the best solution is to refund the buyer. Compensating buyers for lost shipments is an unavoidable  cost of doing business.

* In the case of a "lost" item arriving in an empty box, you should contact the carrier to report the issue and ask about the options available to you. For a "late" item that may be lost, you may want to engage your carrier for assistance with locating the parcel and moving it along.

* For an item that never arrives and is truly lost, you may be still able to recover your costs if you purchased insurance cover. You will need to determine your own level of acceptable loss when deciding to insure parcels.

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