Customer Is Upset About Signature Confirmation
I had a customer order $227.00 worth of items from me (FBM). When I went to purchase the shipping label, HAQM recommended I added Signature Confirmation to the order, which I did. Order ID: 113-2078721-2034619
Fast forward a couple of days and I get a message from the customer. Here's our conversation:
CUSTOMER: I signed the UPS notice on my front door, but haven’t gotten my order. Just curious why a signature is required? We can’t guarantee to be home when UPS tries to deliver.
ME: Thank you for reaching out. On occasion HAQM will recommend independent sellers like me to add a signature service on orders fulfilled by the seller. I typically see it on orders that are higher value like yours.
CUSTOMER: So, how am I supposed to get the items???
ME: You can enter the tracking information in UPS's website and specify delivery arrangements if you aren't available when they make there next delivery attempt Monday afternoon. See attached screenshot. (I attached a screenshot on UPS' website on how to do this)
CUSTOMER: The signature required for delivery is impossible due to my schedule. I will not take an entire day off work to receive my order. Cancel my entire order and refund my card. This should have been noted on my order prior to purchasing.
How do I respond to this guy moving forward?
Thank You
Customer Is Upset About Signature Confirmation
I had a customer order $227.00 worth of items from me (FBM). When I went to purchase the shipping label, HAQM recommended I added Signature Confirmation to the order, which I did. Order ID: 113-2078721-2034619
Fast forward a couple of days and I get a message from the customer. Here's our conversation:
CUSTOMER: I signed the UPS notice on my front door, but haven’t gotten my order. Just curious why a signature is required? We can’t guarantee to be home when UPS tries to deliver.
ME: Thank you for reaching out. On occasion HAQM will recommend independent sellers like me to add a signature service on orders fulfilled by the seller. I typically see it on orders that are higher value like yours.
CUSTOMER: So, how am I supposed to get the items???
ME: You can enter the tracking information in UPS's website and specify delivery arrangements if you aren't available when they make there next delivery attempt Monday afternoon. See attached screenshot. (I attached a screenshot on UPS' website on how to do this)
CUSTOMER: The signature required for delivery is impossible due to my schedule. I will not take an entire day off work to receive my order. Cancel my entire order and refund my card. This should have been noted on my order prior to purchasing.
How do I respond to this guy moving forward?
Thank You
12 replies
Seller_4zBzdtgCyS9EI
You will need to request an "intercept and return to sender". It will cost a few bucks, but less than the package value. Once you refund, they will pick up the package or open an A-Z and pick up the package. Pay for the service. THEN tell the buyer the package will be held for 7 days and once it is being returned you will issue a full refund. But they will likely open an A-Z, so get that intercept going!
That being said.....
I am one of those that used to get mad if I had to sign for something. It meant a trip into town and I don't order online so I still have to drive into town anyway. They are not always frauds, but more and more frequently so....if HAQM recommended signature, there is most likely a record of delivery issues with this buyer.
In fact, as soon as you have put in the intercept, I would call that local post office, give them the intercept information and request that they remove the package from the receivers box.
Seller_MyXY4Myx9zVcR
THIS!
"...if HAQM recommended signature, there is most likely a record of delivery issues with this buyer."
Seller_I685BG7d2ESn3
Keep doing what you are doing with signature confirmation, particularly in the eastern region of the US. I've been doing the same thing because of the amount of fraud going on with customers receiving their orders and the claiming they never received it.
Also, always use the HAQM recommended carriers (UPS, USPS, FedEx) with claim protection, otherwise you'll be left in limbo.
Seller_nxvyRDZCFduAS
Signature confirmation is not required to be eligible for HAQM's Buy-Shipping "Package didn't Arrive" protections. Since you're using Buy-Shipping services, you're already protected and don't need to purchase extra protection.
From what I read on the forums, HAQM doesn't accept the signature confirmation as proof of delivery anyway.
Good luck!
Seller_1AzWhmILQiEP2
On single items over $100 I will put in the comments "ships with signature confirmation." If I get into a conversation with the customer I will tell them it's to avoid unattended packages on the porch, and to prevent theft of THEIR product. Most are grateful.