After three weeks, a $230 order that was sent with signature confirmation was unclaimed because the buyer was unavailable to sign for it. After repeated attempts and holding for pick-up, the post office returned it to us. An email has been sent to the buyer asking for communication.
Thus far the buyer is not communicating. Shipping was about $17 on this order. There are several facets of this issue that we would like clear definition on in any event.
A) if we do hear from the buyer and they still want their order, are we allowed to ask for, and how would we charge them the additional $17 to mail it again?
B) if the buyer responds and does not want cover the second round of shipping but still wants their order, are we required to send it again? We would oblige if we are required per Amazon terms, or the customer were upset if we did not.
Side note: We are also concerned about a later shipping date on any duplicate mailing, that once uploaded would show that we were several weeks late sending after the original shipment was said to be complete. It may look like we failed to meet our delivery speed obligation, in Amazon’s eyes.
C) if the buyer does not respond, or does not want to cover the shipping, do we issue a refund less the actual cost we paid for postage and the standard 15% restocking fee (shown on our policy)?
It is important that any Amazon established procedures are followed. We want to act in a way that is both pleasing to our customer if possible and ultimately Amazon. We don’t want to do anything wrong, and are willing to be somewhat flexible. Obviously we would rather not sustain any losses.
Thanks for any suggestions or precedents based on actual Amazon guidelines.
Can’t do the restock fee, but you are able to refund minus shipping cost. You are not required and advised NOT to send it out again. If they contact and want it sent again advise them to place another order, if you decide to give them a discount on shipping that’s your prerogative.
More info on Restock fee, since the customer never took possession of the shipment, you cannot recover a restock fee, I don’t agree with it, but its the way it is.
Refund minus shipping and tell the buyer to reorder if still wanted. You do not have to refer the buyer to any rules governing sellers.
If you re-ship, you’re in danger of the buyer claiming nondelivery and wanting their money back. You have no way of proving that you reshipped–not that Amazon will recognize. You could lose the item and the money paid.
These rules are easily found in Seller Help for your reference.
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