A customer pays for an item, but never receives it.
Try these strategies to help boost customer satisfaction and help reduce Item Not Received cases.Provide realistic delivery dates.
By setting clear and realistic expectations for when customers will receive an item, you help keep them from becoming dissatisfied and prematurely disputing a transaction.Ship with online tracking.
Use a shipping service that provides online tracking. This will give you confirmation of delivery, unlike standard shipping receipts that only show that an item was shipped. Here are a few more shipping recommendations:
Order shipping insurance.
- Purchase signature confirmation if the total sale amount is $750 or more; this will help you ensure your customer receives their order.
- Take caution when shipping internationally using First Class Mail International as this shipping service is not accepted under PayPal's Seller Protection Policy.
Consider purchasing shipping insurance for items that are fragile or expensive. This will insure the item in the event it’s lost or damaged and will provide tracking and delivery information to you and the customer. Here a few things to consider:
Delay shipping high-risk orders.
- If you encounter a shipping problem, file an insurance claim with the shipping company; you, your customer, and the shipping company can report claims. Contact your shipping company for detailed instructions on how you should proceed with a claim.
- Be aware of insurance exceptions. The type of package, declared value, and the shipping company can limit liability for loss or damage. Talk to the shipping company to make sure you have proper coverage.
For expensive and in-demand orders, delay shipment by 24 or 48 hours especially when shipping internationally. Scammers often ask for overnight shipping so they can resell expensive merchandise as quickly as possible.Use your own shipping service.
Avoid using your customer's shipping company when mailing orders. Scammers often reroute packages to other addresses after shipment, which voids Seller Protection coverage. Use care when choosing or acting as a drop shipper.
Choose a reputable drop shipper to help avoid losses; after all, you are responsible for delivering what the customer orders. Be wary of drop shipping companies in high-risk countries. If you're a drop shipper, have a vetting process in place for all suppliers that includes inventory management and product guarantees. This will help ensure that items are in stock and you're delivering high-quality merchandise. Issue returns quickly.
Issue returns quickly to keep customers satisfied.Keep listings updated.
If an item is out of stock, update your listing to reflect that status. Also provide an estimated in-stock date, and clearly indicate that purchasing an out-of-stock product means the customer is placing an advance order and will need to wait for their item.