How should I respond to a buyer who is asking to have the shipping refunded on an order because it “came late”. They didn’t pay for expedited, but I sent it Priority Mail at my own additional cost. This wasn’t a late Christmas order either. They ordered it on the 23rd of Nov. It arrived December 7th(the estimated date was the 2nd)
Amazon has the notorious reputation of being 99% behind its buyers and maybe 1% behind its sellers, if even that much. They give you an amount of time to get the item that was purchased on Amazon to its customer. If you can’t do it (even if it is the failure of USPS/UPS/FEDEX) it’s your fault in the eyes of Amazon. The buyers are their customers, not ours, and if you get a complaint or A to Z, you’ll lose. If your demographics are padded with a lot of good feedback, you can weather the storm, but if you’re a small seller, that could really hurt your stats. I hate refunding postage for something that isn’t my fault, but I would in this case.
Since it was 5 days after the Amazon’s stated delivery date, I would refund the shipping. My recollection is that when the buyer sees the delivery date range, it doesn’t say ‘estimated’. Whether you paid for Priority Mail or not doesn’t matter to the customer, he just wanted it by the date Amazon said he would get it by
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