What is considered a reasonable time to expect customers to wait for an order

[roobyroo]

Hi guys,

Orders are usually dispatched within 1-2 working days, but what is considered a reasonable time to expect customers to wait for an order to arrive before issuing a refund? We usually advise customers who claim an item has not been received to wait 21 days before we issue a refund?

The reason for this is that in most cases when a customer claims they have not received an order, the order does eventually arrive (albeit late). We believe that 21 days is reasonable and if the order has not been received by this time then it is most likely missing in the post so and so we'll offer a replacement or refund.

One customer in particular is demanding a refund after only 7 days from dispatch, or is threatening to file a complaint with customer trading union?

[Marco]

Hi John

According to distance selling regulations (hard to believe some of the stuff in there) the customer can cancel the order prior to receiving the goods and you must issue a refund. The customer in this situation has the right to refuse to accept the delivery of the goods. If a product is lost or damaged in transit, you have to replace the product or refund the customer in full including any postage charges. Sucks, I know!

Unfortunately the DSRs give the consumer so much Power that if all consumers knew this, nobody would be selling on-line any more!

[Adam]

alot of companies i know of say like you have, a set time then we will refund, with royal mail you cant try and track the item for a set amount of time so we normally say to the customer that if it has been longer than the 3-5 days that we can chase royal mail after the time specified by them, most of the customers are ok with this but we do get the odd one or two that kick up a fuss and we then do what we can to either get the product to them or issue a refund

[Gillf]

We would send a replacement and ask the customer to return the other if it turns up. This works quite well and sometimes the customer says they will wait a bit longer rather than have the hassle of returning something. Everything is signed for or tracked and that does (I think) deter people from trying to get 2 for 1 price. I've found that generally the more helpful and positive we are to a customer problem the more likely they are to buy again and become loyal customers. Most of them don't know that the DSR's have us by the **!!** and just think we are really lovely and helpful. There is of course the occasional b!***!d who cannot be pleased or is trying it on. But then there is nothing to be done but grit the teeth and stay professional and helpful and wait for the day they try to order again!

[Camlyn]

We would send a replacement and ask the customer to return the other if it turns up. This works quite well and sometimes the customer says they will wait a bit longer rather than have the hassle of returning something. Everything is signed for or tracked and that does (I think) deter people from trying to get 2 for 1 price. I've found that generally the more helpful and positive we are to a customer problem the more likely they are to buy again and become loyal customers. Most of them don't know that the DSR's have us by the **!!** and just think we are really lovely and helpful. There is of course the occasional b!***!d who cannot be pleased or is trying it on. But then there is nothing to be done but grit the teeth and stay professional and helpful and wait for the day they try to order again!

Hi John
Gill handles this in the same way as we do. Fortunately it is not that often we get a problem and then several come at once!
I do hope one of the big companies challenge the D.S.R's at some stage to try and get a fairer deal for online businesses. I do wonder if the FSB might run with it. They are big enough to have some clout.
Lynne
www.yourpresents.co.uk

[roobyroo]

Thanks for the replies guys. Wow! That seems really unfair that the custy can demand a refund before they have even received the goods, i mean it would be different if the customer had been waiting weeks for the item... but after only 7 days they haven't really given it a chance to arrive. You'd think the DSRs would be trying to help businesses and not give the consumer so much power.

Unfortunately it's not really worth us posting every parcel by recorded delivery due to the cost of the items we sell. I did offer to send replacements to the customer but they say it was for a birthday which has been and gone so are just wanting their money back. Looks like I'll just have to refund the customer now, although I've a feeling that the customer will then receive both their order and their money back. This sucks

[pinkypie]

Of course, there is always the customer who refuses a replacement and only want a refund on goods that are sent 1st class.....

John, don't forget that you can still claim your money back from RM if it has gone missing in the mail and have Proof of Purchase but you have to wait the 15 working days.

When I used to sell on eBay if someone filed with Paypal for non-receipt rather than coming to me and saying they had not received it, and if they refused a replacement, I'd just prolong their refund and reply but not refund them until the very last day I had to. Most of the time their threats are empty to be honest.