Re-shipments: re-charge shipping?

[Tonearm]

When the customer makes a mistake that causes a package to be returned by the shipping company, the customer then corrects the mistake and wants the order re-shipped, do you re-charge them for shipping?

[bwnbwn]

Yes make sure you have it in the shipping policy page on the site as well.

[jwolthuis]

By "re-charge", do you mean (a) charge them for shipping costs for the returned shipment, (b) charge them the carriers service fee for the extra handling, and (c) charge them for shipping costs for the new shipment? Add these all up? It depends on if the customer understands and agrees to the charges.

If they aren't on-board with your reasoning, they may (1) do a chargeback for any over-amount (regardless of your shipping policy, you may lose), or (2) simply take their business elsewhere, leaving you holding a returned package.

Customer mistakes are a cost of doing business, chargebacks are a tool they can use effectively, and unless the party agrees to pay for the over-charges, you need to eat the losses and move on.

[lgn1]

Most of the time the customer will agree to the charge, especially if it is in the shipping policy.

If its a good customer (repeat large orders), we waive the charge as a courtesy.

If the customer is an as*h*le and does not agree, eat your lost, its not worth the chargeback.