Topic: Need advice on customer requesting refund after 1st pkg lost

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Posted at September 28, 2006, 11:09 pm:

We shipped a pkg 30 days ago USPS with SIGNATURE CONFIRM. Two weeks later, the customer contacted us inquiring about pkg which had not been delivered. We agreed to send replacement and file for insurance after 30 days had passed. Today, the customer says still no pkg but now she changed her mind and wants refund and says she will refuse 2nd pkg which we were going to mail tomorrow. She says she will file with Paypal and do CC chargeback if we don't refund. In fact, as I write this, she has filed a Paypal dispute for non-receipt. She says is is going to refuse 2nd pkg. Our shipping policy simply states that you can return any item w/in 15 days if not as described but does not address lost packages. Any suggestions on how we can proceed if we do want to complete transaction?

Thank you

Original of the message was taken from http://www.auctionbytes.com/forum/phpBB/

Replies:

Does Paypal give you an option to replace the merchandise? If so, I w...

I spoke to Paypal this morning.

I was under the impression that a customer couldn't file a chargeback ...

Update: a notice was left yesterday for the 2nd pkg for customer who ...

I spoke to Paypal and they said if she does not sign for package, we l...

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