A-Z Claim Customer Orders Again
A customer was just granted an A-Z claim for non-delivery for an item we sent with Royal Mail Tracked 48, delivered on time with a photo. They did not reply to our message with photo of delivery to help us investigate. They have just now placed another order with us.
What should we do in this situation? I don't want to cancel as my order defect rate is already over 1% after this, but worried they will put in another claim when the item is delivered.
Thanks.
5 replies
Seller_tQjFPkGwO95zB
Has anyone else experienced something like this?
Seller_ZJhFeE3tNKzfh
If the A-Z has been granted - the only thing you can do is appeal the A-Z claim. Though we also use Tracked 48 and our success rate with the details that come with Tracked 48 is low.
If you cancel - it won't impact your ODR outright - it will however impact your Pre-Fulfilment Cancellation rate. The customer could still leave negative feedback though which would affect your ODR.
Its up to you really. There is a chance that the customer is telling the truth and that the order wasn't delivered. Even with the photos RM supply - sometimes its of a parcel with paving in the background, or a door and no number.
