Bruiseviolet - 4:18 pm on Jul 30, 2012 (gmt 0)
We use stamps.com for our shipping now. We had a big surge in chargebacks and decided to upgrade so that we get TRACKING numbers for every single package- even those sent parcel post for $1.60. It costs us a little more for every package- however we no longer:
(1) Have any chargebacks
(2) Have yet to have anyone not get their package
(3) Have anyone complain because they can't track their package (most customers assumed we would give a tracking number and would complain when they hadn't received a package- and we were getting 20+ requests a day for tracking numbers) Now we very rarely get someone wanting to know where their package is- because our system sends them an email with the tracking number when their order is shipped)
Sometimes international orders don't make it through customs- so our policy is that IF and ONLY IF the product is returned to us from customs- that we will issue a refund less shipping charges. (it's customers responsibility to make sure their packages will get through customs) However, if their package gets confiscated or destroyed by customs- we will not replace the product. Again, all of this is state in the TOS which they agree to when they check-out.
When we had a customer who claimed to not receive the package- we would make sure they waited enough days (ie- parcel post can take up to 14 days with USPS) so as long as it was after that- we would just eat the cost and send them new product. Again, since we no offer tracking on EVERY package we have not had a SINGLE PERSON say they didn't receive their package in 3 months now.
If a customer claims they don't like the product etc.. we offer returns/exchanges ONLY on UNOPENED/unused product and they have to pay the shipping charges to ship it back- plus a 25% restocking fee. We've maybe had 2 customers choose that option this year- most of the time they jsut want an exchange (which again compared to overall sales and orders- that number of customers is VERY small- not even 1 a month)
Our return policy is in our TOS- which they must agree to in order to check-out.
This system seems to work well for us- and since we've implemented it- we've had ZERO chargebacks and ZERO customers saying, "I didn't get my order." Well I take that back- we had one customer who placed an order and it was delivered but he entered the wrong address- so it went to another house and we sent him new product.
Also to get to the point- we have it set up to do address verification/matching for billing address. So as long as it's being shipped there- in theory there shouldn't be a problem- or the address won't match and then their card won't process when they try to check-out. Now if they are having it shipped somewhere else-
My suggestion is to put in your TOS/Policy that it is the customers job to ensure they are entering the CORRECT address and that you cannot be responsible for incorrect addresses. If a customer contacts us before the item is shipped- to let us know of a wrong address- then of course we change it.