👀 The situation : The customer is inquiring about its orders shipment/delivery progress. The shipment might be late, the delivery date or estimated delivery date can be later than the one stated in the advert. The product may still be in transit or already received
👌 How to act : First and if the product is shipped you check the delivery status to confirm the situation. Then you can support customer to track its package and/or compensate him/her for a late delivery
In this article we will detail:
✅ = what is expected from you as Back Market seller (could be in the charter, or contract)
🏆= what we suggest to do to improve customer satisfaction (note that this is often what the BackCare agent will do when acting on your behalf)
Delays applicable to shipment and delivery
✅ Ensure on-time shipment according to Charter's shipment delay. It is the same for all Merchants: it starts when the order is created and ends when the package is sent
|Smartphone or tablet (+computer in the US)||24H|
|All other products||48H|
✅ In case the shipment is late but the delivery delay has not yet expired you have to ensure on-time delivery otherwise the order could be canceled at your expense (based on customer's wish)
🏆 we advise you to engage in an express delivery at you cost if the delivery delay is at risk
✅ Ensure on-time delivery according to the delay you committed to in the product description. It starts when the order is created and ends when the package is received to its delivery point (either customer's address or pick-up point).
✅ In case of a late delivery (package received late or package still not received after delivery delay has expired) customers are entitled to a compensation (credit request) or they can chose to cancel their order at the Merchant expense.
🏆 We advise you to proactively propose both options to the customer.
Make a credit request in case of a late delivery
✅ The minimal amount of the credit request is stated in the Charter (see below)
The following are the rules to be followed to make a goodwill gesture in the event of a delay in delivery to the Buyer, whether due to a delay in delivery by the Seller or delivery by the carrier:
Withdrawal in case of a late delivery
The customer can chose to withdraw in both this cases: