RE: Shipment returned undelivered

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http://forums.oscommerce.com/viewtopic.php?p=187930#187930
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Questions:  

Did you verify with customer that HE entered the wrong address?

If NO-the address is correct then put a fright claim that the delivery person mucked it up and get them to redeliver no charge and/or give ALL of your freight cost back.

If yes - it was wrong - it is his fault - then ask:

Does he still want the product?

If YES - get a new address and re-mail cheapest way (insured - always) - eat the cost  :cry:.  Great Customer service....   You could recharge the freight incase it come back again - tell customer that it will be credit appon delivery - (they have to understand that you can't give stuff away and still make a buck on it).

If not - Say you normally charge a "restocking fee"  and is NORMALLY 20% - MIN £5.00 or 10.00 (or whatever) Delivery is not applicable for credit (your not resonable for the charges - the customer is - it was his fault for not verifying HIS address.).  But since I am fealing good today I will credit the full amount of the product only - not deducting ANY restocking fees at all. (however your customer still has to pay Freight  :(  )

That way the customer is made to feal special  :wink: and that it could have been worse  :shock:  and he could have lost more money or got none back. 

Warning - you MAY have to pay Freight or other charges to get your product BACK!