Customer wants shipping refunded because UPS delivered late
I have a customer that paid extra for 2 Day shipping but because it didn't arrive in 2 days, he wants me to refund his shipping? Is there a way to do that on my end, only refund his shipping cost? Am I liable for refunding him even though UPS was the one that took longer to deliver it? I shipped it immediately and from there it was in UPS hands.
Customer wants shipping refunded because UPS delivered late
I have a customer that paid extra for 2 Day shipping but because it didn't arrive in 2 days, he wants me to refund his shipping? Is there a way to do that on my end, only refund his shipping cost? Am I liable for refunding him even though UPS was the one that took longer to deliver it? I shipped it immediately and from there it was in UPS hands.
43 respuestas
Seller_OvL8C4BJWiuS9
It is on you. You took the money to have it shipped 2-day, so you should refund. You can do a partial refund in the order page.
Seller_7LrAV0m5llaI7
Yes, it is on you to refund your customer, and then you can get your money back from UPS if you paid for a 2 day service and it did not arrive in 2 days by filing a claim with UPS, but only if the service you picked had a on time delivery guarantee.
Danika_Amazon
Hi @Seller_aFrY4RBD5rhAuthanks for writing. I'm Danika from the Community Manager team.
You've received great advice here from @Seller_OvL8C4BJWiuS9and @Seller_7LrAV0m5llaI7-- you should refund the customer and then work with UPS to get refunded yourself.
Thanks again for bringing your question to the Seller Forums.
Best,
- Danika
Seller_RClwXXLQjUdPk
One thing that the others have not addressed is that there are cases where UPS is not responsible for late delivery. Weather conditions are considered out of their control and they will not refund the shipping charges. It is up to you if you offer a refund to the customer in those cases.
Seller_WtOwWhtSrFjva
Did you buy the shipping yourself or through Amazon.
Seller_p4aHGJV2iziFh
UPS offer 3 day shipping through Amazon. That's not fast enough for someone that chose your option of 2 day, that you set up in your shipping template. Refund the buyer for the 2 day shipping as you did not keep the promise in the template you set up. Thank them for their understanding so the buyer might possibly NOT leave you negative feedback and adjust your shipping templates to promises you can keep so this does not happen in the future.
Seller_bGZplzzNmxBPm
Count your blessings, at least he isn't returning it for "Arrived Late".
We are responsible for the carrier we choose. Refund them ASAP.
Seller_ir2sdQjTkfjTh
I wouldn't even offer 2nd day shipping right now with the impending UPS strike August 1. Not one of our 2nd day air packages has arrived on time, and UPS still isn't honoring service guarantees on anything except next day air. UPS and USPS are going to be slow and nightmarish for about the next 2 months.
We have a Priority package sent 5 days ago that had to travel 4 hours to delivery. It still hasn't scanned since dropoff.
Seller_YoPkqYfbwFfSi
Seller_R2dP7Hunjcdj0
I just checked on my end, and "YES" the Refund Reason "Item arrived late from carrier" does appear.
You reduce the amount of the product refunded to zero (0), which will only leave you the shipping cost.
I agree that IF the Buyer paid for expedited shipping, than they have the right to get what they paid for.
Refund the shipping In-Full and:
1) Take the loss for your taxes IF you shipped using Amazon Buy Shipping, as the carrier will not recognize YOU as the shipper of record, but instead Amazon as shipper of record, and Amazon is not going to fight this battle for you with the carrier. Also, once you initiate a Refund on an order, you can no longer file a Safe-T Claim, so that option is likewise closed.
OR
2) File a report and request a Full Refund from the carrier IF you paid for postage using your OWN company account. They will recognize YOU as shipper of record and process the Refund without question.
But DEFINITELY do the right thing for the Buyer.
