Customer Request hold for pickup but does not pickup the package
Hello Group,
I'm looking for advice on how others have dealt with this scenario.
I shipped an item with UPS, based on the tracking it shows the customer requested this item be held for pickup.
I received a message from the customer asking that the package be delivered to their door or to refund them.
I advised that the package was requested "hold for pickup" and I can't have it sent to their door, also I can't refund it because the item is still in transit. (i don't want to refund them, then have them pickup the item)
UPS has now reached out asking if I'd like to pay to have it returned to sender or Abandoned.
I don't want to issue any refunds to the customer as this feels scamish.
I can't find anything in Amazon T&C/Restocking Fees on how i can "abide" by amazons policies without getting screwed.
What are your thoughts on how to proceed?
Customer Request hold for pickup but does not pickup the package
Hello Group,
I'm looking for advice on how others have dealt with this scenario.
I shipped an item with UPS, based on the tracking it shows the customer requested this item be held for pickup.
I received a message from the customer asking that the package be delivered to their door or to refund them.
I advised that the package was requested "hold for pickup" and I can't have it sent to their door, also I can't refund it because the item is still in transit. (i don't want to refund them, then have them pickup the item)
UPS has now reached out asking if I'd like to pay to have it returned to sender or Abandoned.
I don't want to issue any refunds to the customer as this feels scamish.
I can't find anything in Amazon T&C/Restocking Fees on how i can "abide" by amazons policies without getting screwed.
What are your thoughts on how to proceed?
3 replies
Seller_z3XfkorVSmnEY
It's a business decision whether you ask UPS to return or abandon the package. If you choose to abandon the package you must refund the customer (because they didn't get the package). If you choose to have the package returned to you, you refund when the package is returned to you. IF you charged shipping, you may deduct the cost of outbound shipping from the refund.
Bryce_Amazon
Good afternoon @Seller_MAyhrStoN0lVH,
Checking in on this, did you end up abandoning the package or having it returned?
- Bryce
