How would you handle a parcel customer refusing unexpected import charges?
What would you check before deciding whether to return the parcel, absorb the charge or refund the order?
All questionsLogistics
3 replies
- Check what the customer was shown at checkout and what the delivery agreement says. Then price the practical options, including return transport and storage, before deciding.
- Find out whether the carrier's amount is correct for the parcel. A billing or data problem needs fixing; it shouldn't automatically become a customer-service concession.
- Whatever you choose, feed the cause back into pricing and checkout wording. Solving one refused parcel is useful, but preventing the next ten is where the value is.
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