Sold an item FBM to a customer in Florida. The customer ordered Expedited (2-day) delivery. The item was supposed to arrive on or before October 9th. The package is still stuck in Florida, delivery date pending.
If the customer asks or complains, would you refund their expedited shipping fee ($7.99)?
You are not obligated to, but I would. It’s the right thing to do.
Is this order
Shipping Service: Expedited
Or,
Is this order
Shipping Service: SecondDay
Expedited - 1-2 days.
I would only refund if the carrier provides a refund for the label cost. And we could be able to absorb possible feedback negative hit.
We have AHT and SSA enabled and purchase FBM labels via Amazon Buy Shipping.
We have been experiencing Claims Protected and OTDR Protected for Expedited orders shipped 2-Day via Amazon Buy Shipping. Normally shipped FedEx 2Day. Occasionally UPS or Priority.
We have not been experiencing OTDR protected for SecondDay orders. This is why I asked the Shipping Service.
If the order was a SecondDay order, then I would refund the shipping costs.
Since the order is Expedited, then I would reimburse the buyer for the label if the carrier would reimburse us for the label.
If this was a FedEx 2DAY label, then I would reimburse the buyer since FedEx would reimburse us for the label.
If this was a Priority Mail or Ground label, I would not reimburse and take the possible negative feedback since the OTDR and Claims are protected, and our company has not been filing reimbursement requests for late Ground or Priority labels.
We would check the shipping services website for disclaimer about hurricane impacted areas and the ability to deliver packages. Provide the customer with this info, apologize for the shipper’s delay and offer a refund of the shipping fee as a courtesy. Empathy goes a long way in avoiding the customer taking other actions.
OTDR protection is only for Standard Shipping.
Most shippers probably have delivery exceptions for late deliveries in place due to the hurricanes in the areas effected. Lost package claims will be slow because of the backlog of deliveries into those areas. When the label was purchased with delivery expectations, might determine whether or not a shipper will honor a reimbursement.
This is how the policy is currently stated.
I fear we will lose the protection on Expedited eventually.
I wonder how many others are experiencing OTDR protection on Expedited orders (not SecondDay or faster) ?