When should I refund?

[MissMountshaft]

Hi everyone,

I had an order where the buyer provided a Canadian shipping address. As their billing address was uk-based, I've been trying to get hold of them to advise that we do not ship overseas, and to ask of they wish to provide an alternative address or have their payment refunded. I haven't been able to get hold of them, but it's only been 2 days so far. I just wondered how long you'd wait in this sort of circumstance before going ahead with a refund?


Thanks

Nic

[friendlybaby]

I usually specify a timescale when I send them the initial email and it really depends upon what day they placed the order. If someone orders on a Friday then I usually give them until the Tuesday or Wednesday as they may not have access to emails over the weekend. If someone orders on a Saturday I would probably give them until the Monday as they presumably do have access to their emails over the weekend. If I have a phone number I also try phoning after a couple of days.

[Mary Poppins]

I would wait a week and if I still hadn't heard from them, then I would refund. Have they given a telephone number that you could call?

[Spacekids]

I think I would probably give them a week, as not everyone checks their emails regularly.

[friendlybaby]

I used to give people a week, but I learned from experience that either they get straight back to you with a UK address, or they ask for a refund within a couple of days, or you never hear from them again.

[MissMountshaft]

I think I'll give it the week and then refund. The customer provided an overseas tel no which could be pricey to call - I'm trying to weigh up the benefits of doing so when the order value is so small...