This is the time of the year where you DO NOT want to receive that phone call from your Customer. Now, where are we going to have dinner on??
All shipments arriving in for the last minute Thanksgiving Dinner; such as Dining Tables, China Cabinets, Bars, Dinnerware etc…. Can be the worst time of the year (Holidays) to receive the DAMAGED phone call.
Be sympathetic and take action immediately to satisfy your customer and file the claim with the carrier. Documentation is always crucial. Customers are overwhelmed with family gatherings, sales and details in life and the added stress of receiving a high priced item damage certainly will have your Customer under stress.
Prior to shipping email your customers your Damage Policy and a list of what to look for prior to placing their John Hancock on the delivery slip.
Do yourself a favor, and have a Packing Slip on the outside of the package(s).
Here are some tips on what to have your Customer look for:
DO NOT SIGN unless you have:
· Thoroughly inspected your order
· Take images of any dents, crushing, or suspicious marking
· Call Customer Service while driver is present
· Note all marking, possible damage on the Delivery slip
· KEEP Coy of Delivery slip with Drivers Signature
· If the damage is obvious to the contents REFUSE it
After Completion of Delivery:
· Get a copy of the delivery slip
· File the damage claim
Follow Company protocol
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Great idea to send your damage criteria to the customer. I have sold a few things on ebay and had some problems with damaged goods and usually end up giving a refund. Great post.
@Heidi – Thanks… It helps to provide them information. What helps the most is in the event your need to dispute this as a chargeback. Some buyers get frustrated and file charge backs w/o following your Policy. I find that most Merchant Account will honor your Policy.
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Thank your for these great ideas. I recently went from running a drop shipping site where all damages where dealt with by the supplier and not me. Now I’m the direct supplier and was a little lost in how to deal with such problems. Usually I end up out of pocket which isn’t the best option.
Hi, I’ve just started selling on ebay and although I’m not selling anything as huge as furniture, I think the tips you’ve given here will be really helpful. At least now, if I tell customers to look out for the things you’ve suggested, they’re more likely to see me as a helpful seller. Thanks for posting these up x
my mom is an expert when it comes to choosing dining tables, she is always after durability and style :–
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