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A little information about refunds made to buyers, how to lose customers
Summary: cidaris_fr shares a frustrating experience about the complications encountered when managing group orders, where one buyer paid shipping costs 11 times. Despite an immediate refund, the buyer had not received the money after eight days. francexpressdeal advised using a specific procedure for grouped delivery and mentioned that the refund could take up to 30 days. cidaris_fr explains the added complexity due to the different delivery options, making the system difficult to configure effectively, and highlights their concern about the potential impact on their business. The exchange ends with the importance of minimizing obstacles to avoid losing customers.
JUST TO GIVE YOU A LITTLE EXAMPLE OF WHAT CAN MAKE YOU LOSE CUSTOMERS:
A BUYER ORDERS 11 ITEMS FROM ME ON FEBRUARY 3.
HE CAN'T FIND THE PROCEDURE (ALMOST IMPOSSIBLE TO FIND!) TO REQUEST THE TOTAL FOR A COMBINED ORDER AND SO PAYS SHIPPING FEES 11 TIMES!!!!!
I IMMEDIATELY REFUND HIM THE FULL SHIPPING COSTS THAT SAME DAY TO THANK HIM FOR HIS TRUST.
ON FEBRUARY 11, 8 DAYS LATER, HE STILL HAS NOT RECEIVED THE 146.50 EUROS THAT I REFUNDED TO HIM.
cidaris_fr
OP6 months agoThank you francexpressdeal ,
I don't want an explanation, it's just information.
My income being less than 15% of my turnover, you can understand that I am on the lookout for anything that could jeopardize my activity, this system is one of the obstacles I encounter ...
francexpressdeal
Mentor6 months ago@cidaris_fr
Regarding combined shipping, @paulo74340 gave you a link that explains the procedure to follow step by step:
https://communaute.ebay.fr/t5/Livraison/livraison-group%C3%A9e/td-p/2959516
So all you need to do is apply it and your buyers won't pay shipping 11 times.
As for the refund timeframe, it can take up to 30 days in the case of payment by credit card.
cidaris_fr
OP6 months agoHello to the whole community
Thanks for this advice , I carefully read the reply from @paulo74340 whom I warmly thank , unfortunately this procedure is not applicable to my listings because the combinations : shipping method (tracked letter, colissimo, registered or not ) , weight , possible discounts , possible extra packaging (when a fragile item is with a heavy and sturdy item) , insurance or not (depending on the country) etc .... generate a huge number of combinations that the system cannot take into account .
Some buyers manage (rarely) to create a list and ask me for the total with shipping costs only once. There are very few who find the way to do it. I myself tried to place this kind of order so I could explain to my customers how to do it . I wasn't able to do it . I asked those who succeed how they do it and they didn't answer me, as if the solution were a bit "miraculous" .
Thank you very much francexpressdeal
francexpressdeal
Mentor6 months agoHello @cidaris_fr
all the combinations you give are more or less the same for all sellers.
When I had shipping costs, I had just as many criteria to take into account. Even so, I had only set up 4 rules for shipping costs.
What you need to understand is that by setting up rules for shipping costs, you obviously won't get the exact cost down to the cent.
You say: "generate a great many combinations that the system cannot take into account." The system will take into account what you have configured.
Take another look at the link given by @paulo74340 because you won't get any more detailed or precise explanation.