Anyone had this before?

[Ruth @ VS]

Just had an email from a customer who tells me she didn't receive an order she placed in November - I kid you not! The order went by RM untracked in November, before replying I'm anticipating a refund question so thought I'd see if anyone else has had this and what you did about it. Thanks for your thoughts.

[TIK]

I would just say that according to our terms, we provide customers with 60 days to report items not delivered. Unfortunately, as this order was dispatched over 120 days ago, there it little we can now do about it. You can make a claim yourself through Royal Mail, and we will provide all information required for this, but it is not a claim we can manage.

And quickly stick the 60 days in your terms and conditions.

[AnneH]

4 months?!!! I'm sure if it had really gone missing they'd have contacted you earlier than that, but I assume you are thinking that yourself.

Here's the Direct Gov page for distance selling - http://www.direct.gov.uk/en/Governme...ghts/DG_183048

and this is the line it says about none delivery within 30 days - If no delivery date is given, you can get a refund if items aren’t delivered within 30 days of placing your order.

Others will probably have more in-depth knowledge of your rights than me though.

[ejane]

I think the dog ate is so she wants another sending out

[Mobility Land]

they would have def notified you before now? perhaps it broken etc? what kind of item was it ? i would not refund but like said before let them claim through rm, if we were to start to refund after 4 months then people could order, use the item then get refund when done with it, they would have emailed before now i think if it hadnt arrived, was it an expensive item??

karen

[Ruth @ VS]

Thanks, I was so floored by this I couldn't think straight! This just doesn't happen, the order was for two books, total just under 12 quid. Most people enquiries they haven't received them after a week, also they haven't been returned by RM so I'm convinced that they got there. Weird.

[aproposdujardin]

Yup we get it all the time but we do have people reserving stock 1 year in advance so it all depends. We try to keep people informed on long delay reserved orders though. However never had an order sent out and then send a mail saying its been dispatched and 5 or 6 months later it is then claimed that it didnt arrive.

I believe they have 30-60 days to inform you of a non delivery though by law.

[toyzone]

Hard luck I say, 4 months, cmon you aint gonna believe that are you, trying it on I say and as for a refund, not a hope in hell

[biggerhitter]

I had a customer try and claim back on her card for something not received 4 months earlier. Fortunately it was tracked so could provide tracking and proof of signature. I also requested that my bank dealt with it as fraud and instructed them to inform the police....... Doubt she will try that again.

[Mobility Land]

Thanks, I was so floored by this I couldn't think straight! This just doesn't happen, the order was for two books, total just under 12 quid. Most people enquiries they haven't received them after a week, also they haven't been returned by RM so I'm convinced that they got there. Weird.

yeh she has read the books now refund please lol

karen