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customer missed 3 deliveries - what do i do as a business?

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customer missed 3 deliveries - what do i do as a business?

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slemonslemon Forumite
1 posts
I sell perishable products online.

I've had an email today saying their delivery hasn't arrived and when I track it, I can see they've had 3 missed deliveries. After which, it gets destroyed or returned to sender. As they are perishable they just get destroyed.

Usually I just have to resend, but the customer is disgruntled because they arrive late. So not only do i have to pay for two lots of postage and two lots of product, I am left with an unhappy customer that probably won't come back so it's not even worth spending the money to send again!

I can't control what time the courier will arrive - once it's left my premises i have no control over it - But I'm expected to replace the parcel that hasn't been delivered, even though its the customers responsibility to be in to receive the parcel - but you can't say that without sounding rude!

I've tried using royal mail but so many got 'lost' and no way of tracking. Royal may tracked is too expensive (half the price of the product again!)

This happens more often than you would think!

Do i just have to suck it up and replace these parcels or am I being too soft sending them out again when technically it's the fault of the customer?

Help!

Replies

  • martindowmartindow Forumite
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    In these circumstances I would refund and not send a replacement. Troublesome customers rarely reform.
  • POPPYOSCARPOPPYOSCAR Forumite
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    Who are you using?

    I usually always have a problem when I buy something and it is sent by Hermes /Yodel.

    They often say they have attempted delivery when I have been in all day and sometimes two days in a row.
  • soolinsoolin Forumite, Board Guide
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    martindow wrote: »
    In these circumstances I would refund and not send a replacement. Troublesome customers rarely reform.

    I agree, apologise for the fact that they were not in to take delivery (I always apologise even when it is patently their fault) ask them to open an INR case and refund. before doing all that block them first and don't resend goods, if they were unable to take delivery before then it is unlikely they will bother with the next one.

    As above though, that might all depend on the courier- are they the sort that 'forget' to leave cards or do not have any facility for collection from a depot?
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to [email protected] (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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  • 19lottie8219lottie82 Forumite
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    I’m taking it you used Hermes or Yodel? They’re very annoying in the fact they don’t offer an option to collect your parcel from a depot if you miss the courier, where as Royal Mail / DHL ect do.
  • 8ofspades8ofspades Forumite
    141 posts
    If you're an online business and you only sell perishables, I would seek out a delivery service that offers a set day and/or time slot and add to my terms that it is up to the customer to be in for the delivery, if this kind of situation happens frequently (and either absorb the extra cost or charge it to the buyer). If it's a rare occasion, or the products are not worth the cost, I would suck it up and either offer the buyer a refund or resend when it happens.
  • RFWRFW Forumite
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    slemon wrote: »

    I can't control what time the courier will arrive - once it's left my premises i have no control over it - But I'm expected to replace the parcel that hasn't been delivered, even though its the customers responsibility to be in to receive the parcel - but you can't say that without sounding rude!
    As said above you need to be using a better courier service that allows you to keep track of the product. It's not really the customer's responsibility to be in, it's yours to get it delivered. The customer may well not know they've had three delivery attempts. I had something similar recently when I was in all the time to take delivery.


    If you're selling perishable items (or indeed anything) you need to factor in some losses for non delivered/lost items. You can do that two ways, use a better courier and work out the price you need to be selling at, or use the cheap courier/mail service and work out how many missing/perished items you can get away with before it eats in to your profits.
    .
  • General_ApplauseGeneral_Applause Forumite
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    RFW wrote: »
    As said above you need to be using a better courier service that allows you to keep track of the product. It's not really the customer's responsibility to be in, it's yours to get it delivered. The customer may well not know they've had three delivery attempts. I had something similar recently when I was in all the time to take delivery.


    I would respectfully disagree.


    If you are ordering stuff that wont fit through the letterbox to be delivered to your home, knowing you are out at work all day, whose responsibility is it?


    I would just be refunding and not resending. Three missed deliveries is taking the pis$.
  • soolinsoolin Forumite, Board Guide
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    I would respectfully disagree.


    If you are ordering stuff that wont fit through the letterbox to be delivered to your home, knowing you are out at work all day, whose responsibility is it?


    I would just be refunding and not resending. Three missed deliveries is taking the pis$.

    If I were ordering perishable goods, which I do on occasions (gluten free goodies chilled mainly ) I use companies that tell me before I order exactly what day my item will arrive - guaranteed. Most use couriers that then text you in the morning with a delivery time slot - usually a 2 hours slot. That way I can arrange to be in or make sure someone else is. If they can't tell me the exact day then I won't order, I can't wait in for several days on the off chance the courier might be slower or quicker than estimated.

    I actually haven't ordered from any of my usual places for several months now purely as I have been busy and don't want to commit to being in to take delivery. Once it gets into winter again when I am more likely to be home a lot then I will start to reorder.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to [email protected] (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
  • RFWRFW Forumite
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    I would respectfully disagree.


    If you are ordering stuff that wont fit through the letterbox to be delivered to your home, knowing you are out at work all day, whose responsibility is it?
    It's the seller's responsibility to ensure the item gets delivered. It doesn't make any difference if the buyer's an idiot or not. If anything you should always assume your buyer's an idiot and do everything to minimise any loss because of it.

    In this case, as far as I can tell, the OP only has the word of the courier that any delivery attempt was made.
    DPD, for example, have a host of ways to leave the parcel, deliver to an alternate address, leave in a safe place, etc and offer a one hour delivery window. You'll get more problems using a service that doesn't offer any of those. If you're ok using the less reliable service then factor in the losses you'll get because of it.
    .
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