Dealing with Claims | Order Not Received

It's inevitable that you will incur claims of non-receipt from your customers from time to time. We incorporate a strict and predictable process for dealing with claims of non-receipt. This process (if followed correctly) will enable you to maintain necessary selling standards on all major 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.

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 (where specified) to include the actual Date of Purchase & Estimated Window of Arrival for your customers order.

***************************************************
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 order 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 DELIVERY TIME] 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
***************************************************

2. DOES THE ORDER HAVE TRACKING?
Depending on the value of the order it may contain tracking information to mitigate your customers claim. You can obtain this information through your Customer Account and by requesting tracking information through the "Update Order" form. Tracking is only mandatory where the SRP price value is equal to (or greater than) £20.00.

IMPORTANT NOTE!
We may from time to time utilise the services of external third-party couriers where delivery times meet or exceed the times as stated on our website. We reserve the right at our own discretion to add tracking information or signature requirements to orders of any value. Delivery times are estimates only and exclude handling times.

    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 order, 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 customer 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 order.
    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.

    Once again please accept our sincere apologies for any inconvenience which has been caused.
    ====== END DEFAULT TEMPLATE
    ***************************************************

    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 order for your customer you can do so by visiting your Customer Account and using the "Update Order" form. Alternatively, if your customer simply requests a full refund you can action this request by using our template email below.

    ***************************************************
    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
    ***************************************************

    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. REQUESTING YOUR REFUND
    Once you've issued a refund for your customer visit your Customer Account to use the "Update Order" form to request a refund of your own, providing the order is eligible. We are unable to issue any refunds for any order claimed as non-receipt where the delivery method used was classed as Small & Light (S&L) (Bulk Upload only), or there is tracking information available online which confirms delivery, even if the actual delivery date is outside of the original delivery period or timeframe.

    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 evidence of any correspondence that you've had with your customer.

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