There are three major shipping policies that can anger customers and cause a business to lose revenue. Failure to track shipments, inflated shipping costs, and long waits for replacement or reimbursement are key customer service issues. Merchants tend to contract delivery out to other businesses. It is the responsibility of the merchant to address issues with delivery and provide reimbursement for losses to the customer. Merchants should not in any circumstances lecture customers on carriers and instead should do what is necessary to ensure customer satisfaction.
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