I’ve got two missing customers. They’ve paid, I’ve posted, and today I got both their parcels back again. One posted 6 days ago ‘not known at this address’, and one from the start of November never went to collect or arrange a redelivery after they missed the postie. I’ve emailed both to check addresses etc. and hopefully they’ll appear again soon.
But, what it’s caused me to think about is, what if they don’t get back to me? What do you do? How long do you leave refunding them? Would you give them a timeframe to reply in then refund? What about the postage costs? The addresses are both confirmed on Paypal, and I’d even sent items to one of them the previous month with no problems then. So would you refund the postage?
Just a general enquiry really. Like I said, hopefully I’ll hear back from both of them in the next few days. Just wondered what the protocol is in these situations if the customer really does disappear after paying. Not something I’ve come across before, and now I’ve got two.