Dealing with Claims of Item Not Received

IMPORTANT ANNOUNCEMENT
You may already be aware that our shipping carrier Royal Mail has placed an unexpected pause on all European bound shipments (with exception to: Republic of Ireland) until further notice due to “Coronavirus transport impacts” and the recent announcements made by the various foreign national postal authorities to contain the spread of Coronavirus COVID-19.

To help manage your customer expectations in advance we have pro-actively tailored an email template for which you can use.

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START CORONAVIRUS EUROPEAN SERVICES DELAY TEMPLATE ==>
Thank you for your recent order.

You may already be aware that our shipping carrier Royal Mail has placed an unexpected pause on all European bound shipments (with exception to: Republic of Ireland) until further notice due to “Coronavirus transport impacts” and the recent announcements made by the various foreign national postal authorities to contain the spread of Coronavirus COVID-19.

We have been assured by our shipping carrier Royal Mail that any items that are already in the system will be processed as normal and made ready for dispatch as soon as possible. These items will be held securely until the restrictions are lifted and thus able to continue shipping to their relevant destinations.

We're closely monitoring the situation and are ready to continue shipping packages to all European destinations as soon as we are able to once again.

Whilst we certainly expect this situation to be resolved by the various postal authorities very soon, we have been advised about the potential for delays both up until and once things resume back to normal due to the likelihood of a processing back-log. We are therefore advising kindly that there most likely will be a delay in receiving your order within the provided estimated delivery timeframe for which we can only sincerely apologise.

We’re asking kindly of you and to all of our customers whom have orders currently “on-the-way” and whom have been affected by this sudden announcement to consider our efforts in helping to resolve this issue in a timely manner by informing you in advance of the current situation and to therefore please refrain from posting negative feedback on our seller account with regards to your order in the event that it is delivered later than the delivery estimate initially provided.

Once again please accept our sincere apologies for any inconvenience which has been caused.
====== END CORONAVIRUS EUROPEAN SERVICES DELAY TEMPLATE
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It's inevitable that you will incur claims of non-receipt from your buyers from time to time. Due to the relative low value of the thousands of orders that we typically dispatch every week, we're not able to offer partially or fully tracked services for such low value items. For this reason, we incorporate a strict and predictable process for dealing with claims of non-receipt. This process (if followed correctly) will enable you to maintain an eBay Top-rated Seller Rating with a Late Delivery rate of less than 1% whilst maintaining the equivalent necessary selling standards on all other alternative marketplaces.

In order to be eligible for any refunds in cases of non-receipt, you must ensure to follow the procedures and templates contained within this Guide.

There are two ways in which your customer may open a claim for non-receipt.

  1. CUSTOMER CLAIMS NON-RECEIPT (CASE OPEN)
  2. CUSTOMER CLAIMS NON-RECEIPT (EBAY/AMAZON MESSAGES)

Regardless of how the claim is reported, our process of dealing with such claims remains the same. So here's what you need to after receiving a claim for non-receipt.

1. ENSURING THE ESTIMATED DELIVERY WINDOW HAS PASSED
Your customer is obliged to wait until at least the last day of the estimated window period of delivery has passed before they can make a successful claim for non-receipt against you. You must provide your customer with the following template email if the estimated window period of delivery has not yet passed,

TIP! Proceed immediately to Step 3 if this period of delivery has already expired.

IMPORTANT NOTE!
The following template requires editing BEFORE you send it to your customer. Please edit the template to include the actual Date of Purchase & Estimated Window of Arrival for your customers order.

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START MUST WAIT TEMPLATE  ==>
Thank you for your email although I am very sorry to hear that your order has not arrived.

Unfortunately, the estimated window of arrival for this item is still open and we are unable to deal with your request until after the estimated window of arrival has passed. Your order was placed on [INSERT DATE OF PURCHASE] with an estimated delivery time of [INSERT SED] Business Day's. This would place an estimated window of arrival between [INSERT FIRST DATE] and [INSERT LAST DATE]. Should you still not receive this order by the end of [INSERT LAST DATE], please contact us again so that we can investigate the matter further.

In the meantime, as explained, please continue accept our sincere apologies for any inconvenience caused.
====== END MUST WAIT TEMPLATE
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2. REQUEST TRACKING INFORMATION FROM US
Depending on the value of the order it may contain tracking information to mitigate your buyers claim. You can obtain this information by contacting us via our Seller Support Channel on Slack. Tracking is typically applied where the purchase price (as paid by you) exceeds £30.00 in value providing you placed the order through our website directly. For orders placed via Bulk Upload, we typically apply tracking to the customer paid value instead (i.e. if your customer paid more than £30.00). We are unable to issue any refunds for any items claimed as non-receipt where there is tracking information available online, and which confirms delivery even if the actual delivery date is outside of the original delivery period or timeframe.

IMPORTANT NOTE!
We may from time to time utilise the services of either Royal Mail or any other third-party courier where delivery times meet or exceed the times as stated above. Tracking information is not available for Royal Mail International Priority. We reserve the right at our own discretion to add tracking information or signature requirements to orders exceeding a value threshold. Delivery times are estimates only and exclude handling times.

    All Royal Mail Tracked 24 & International Tracked & Signed services carry full end to end tracking information which can be provided on request.

    3. PROVIDING THE DEFAULT TEMPLATE
    Provide your Customer with our default template (shown below). This template provides your customer with an option of an immediate replacement item, or a full refund if this is preferred. It may seem counter-intuitive to offer your customer with a full refund, but if you fight back, you will always lose the resulting claim when the buyer decides to take things further. You'll also get hit on your metrics if you don't follow this guide to the letter.

    ***************************************************
    START DEFAULT TEMPLATE  ==>
    Thank you for your email although I am very sorry to hear that your order has not arrived.

    Whilst we most certainly expect your order to arrive soon, since you have not received the order by the estimated date provided, we can provide two options for you.

    Option #1. Ship an immediate replacement item.
    Option #2. Issue a full refund.

    We ask kindly of you to please inform us of your decision on how you wish to proceed and we will action this for you.

    We also ask kindly of you only to consider our efforts in helping to resolve this issue in a timely manner and to please refrain from posting negative feedback on our seller account with regards to the order which remains undelivered.

    Once again please accept our sincere apologies for any inconvenience which has been caused.
    ====== END DEFAULT TEMPLATE
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    4. ACTION YOUR CUSTOMERS RESPONSE
    If you've already provided your customer with the default template, simply wait until your customer has responded and then action their request accordingly. If you need to arrange a replacement item for your customer you can do so by contacting us directly via our Seller Support Channel on Slack. Alternatively, if your customer simply requests a full refund you can action this request by using our template email below.

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    START FINAL TEMPLATE AFTER REFUND ==>
    Thank you for your email although I am sorry to hear that your order has still not arrived.

    Whilst we most certainly expect your order to arrive soon, since you have not received the order by the estimated date provided, I have now issued a full refund. We ask kindly of you only to consider our efforts in helping to resolve this issue in a timely manner and to please refrain from posting negative feedback on our seller account with regards to the order which remains undelivered.

    Once again please accept our sincere apologies for any inconvenience which has been caused.
    ====== END FINAL TEMPLATE AFTER REFUND
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    Please note that whilst templates are useful in providing resolution, for them to be more successful at resolving a problem, often they need to be tailored. Whilst we won't defer from the actual resolution that is being offered we will modify parts of a template to make it more effective. If you think your customer requires a more tailored response, please get in touch so we can modify our template for you accordingly.

    5. CLAIMING YOUR REFUND
    Once you've issued a refund for your customer you will need to contact us to claim an equivalent refund of your own. You can do this by contacting us via our Seller Support Channel on Slack.

    In most cases we'll normally deal with your request within 1 business day.

    Please note you may be required to provide evidence that you have followed the steps as outlined above. The simplest way to avoid your claim from being either delayed or rejected is to provide any correspondence that you've had with your Buyer into your email.

    Let's get you started...
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    In the meantime, if you have any questions or concerns with regards to any of the information provided above, please leave a comment below.


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