To ensure excellent and consistent customer service across the marketplace, for the benefit of all, we ask that all sellers resolve customer issues in keeping with this policy, as a minimum.
General Points
Above and beyond the specific direction in this policy defined by issue type below, we recommend that sellers strongly consider a No Quibble approach for most customer complaints. In our experience the benefits of impeccable customer service and saving time from haggling with the odd customer over issues and the badwill that also generates, easily outweigh the costs of the odd refund or replacement. We recommend that you factor in a small % of refund/ replacement costs as part of your overall costs. If you are following the best practice in managing your Yumbles shop and orders that we advise in this guide here, then customer issues, and therefore the need for any refunds/ replacements, really should be very rare.
When it comes to delivery related issues - in accordance with UK consumer protections it is a seller's responsibility to ensure that the customer receives what they ordered and in satisfactory condition. The seller’s responsibility does not end once they hand the parcels to delivery partners. If a delivery partner is at “fault” then that is an issue for the seller to deal with separately (and not direct the customer to chase up a delivery partner), but in the meantime the seller must make it right for the customer quickly.
Last but not least, while this policy defines what as a minimum we ask that you offer customers in terms of when to refund / offer replacements - we do also ask that sellers also always respond well and professionally at all times to any complaint. We detail that further in the Customer Complaint guide here. For most complaints - the way in which you respond is as if not more important than the resolution that you offer. Respond badly and the issue can escalate easily.
Issue Handling by Issue Type
|
Issue |
Expected Minimum Resolution |
|
Address is wrong (customer supplied the wrong address or an incomplete address on the order) |
The seller can reasonably only fulfil the order with the address provided. If a customer notified the seller before dispatch of the correct address then there should be best endeavours by the seller to change it, but they cannot always ensure such messages are picked up in time for orders being processed. |
|
Address is wrong (seller made an error on labelling) |
Fast replacement (recommended) or full refund. |
|
Item Not as Described |
If the item received does not reasonably match what was described in the listing and/ or as shown by the listing images then the seller should offer the buyer a replacement if the correct items are available (recommended) OR a full refund. Sellers can ask for items to be returned but the return cost should be borne by the seller.
(Note: sellers are also reminded to correct any such listings to ensure they are accurate and clearly represent the items being sold). |
|
Incorrect items sent. |
Fast replacement (recommended) or full refund. Sellers can ask for incorrect items to be returned but the return cost should be borne by the seller.
|
|
Missing items/ incomplete order |
Fast replacement of missing items (recommended) or partial refund. |
|
Damaged order |
Fast replacement (recommended) or refund. (The extent of replacement or refund depends on the extent of damage and context).
|
|
Short Shelf Life (The shelf life of the item received is notably shorter than rightfully expected relative to the product and what is indicated in the listing.) |
Fast replacement (recommended) or refund (Note - sellers are reminded for perishable items to always clearly state in the listings the minimum shelf life on dispatch and adhere to that when fulfilling orders). |
|
Dissatisfied with the products e.g taste/ appearance |
First and foremost in keeping with great customer service, we ask that sellers respond well to any such feedback, whether you agree with it or not. Often customers just want their feedback listened to and sufficiently acknowledged. Legally customers are entitled to return returnable items for any reason. For returnable items the customer has 14 days from delivery to notify the seller, and the seller must accept the return, and on return then provide a full refund.
Non-returnable items are perishable items that cannot be resold, and customised or made to order items. For non-returnable items any resolution offered is at the seller's discretion. It depends on the nature of the complaint and if the customer is requesting something, but in general we would recommend promptly offering some goodwill whether that be sending out replacement or alternative items or a partial refund at least. |
|
Missing/ Late Delivery |
If an order has an estimated delivery date and it has not arrived within 7 days of that (i.e. this should mean at least 8 days from dispatch) - and the customer had not been notified beforehand of any delay - then the seller must offer the customer the choice of replacement or full refund. If there are known and widely reported postal delays then the seller can ask if the customer is happy to wait a little longer within reason. If an order has a guaranteed delivery date and it has not arrived on that date then the seller must offer the customer at least a refund of the shipping cost. If the customer no longer wishes to accept the order then the seller must accept a full refund.
Note: sellers are reminded to always keep their shipping settings up to date so that the timescales shown to customers always reflect the service they are providing. For unexpected delays to dispatching orders, sellers should also notify customers as early as possible beforehand of a delay to their order and edit the delivery dates shown in the order.
|
|
Tracking indicates order has been delivered but customer reports it has not. |
If there is clear proof of delivery - signature or photo - then the seller is entitled to refuse a refund or replacement request at their discretion. But if just tracking states delivered (e.g. Royal Mail track and trace) but there is no proof of delivery we ask that sellers are no quibble with such a report. There is no way to know for certain if the item was delivered or there was some error by the postal service and a customer should not lose out. If a seller has reason to doubt a customer they can ask Yumbles for a check on the customer's history/ ask for a second opinion first. |
|
Failed delivery - customer was not in and then did not collect from depot (card was left, OR order was marked as dispatched and tracking provided on the day it was shipped)
|
Seller should be sympathetic but any refund/ replacement is at their discretion. |
|
Failed delivery - customer was not in and then did not collect from depot (card was not left AND tracking was not provided with dispatched order notification) |
In this scenario the customer could not reasonably have known delivery was attempted and that they had to go and retrieve it. Seller should help the customer retrieve the parcel but if that is not possible (e.g. it is now too late and items are perished) then seller should offer replacement or refund. |
|
Failed delivery - customer says they were in but courier states they could not deliver |
Seller should help the customer retrieve the parcel but if that is not possible then the seller should offer a replacement or refund. |
|
Order received “early” |
Guaranteed Delivery orders should be delivered on the date stated unless the seller has communicated with the customer beforehand and agreed a revised timescale. If they are sent earlier without appropriate communication, and the customer is unhappy, then the seller should promptly offer some form of goodwill as appropriate. For perishable items this might involve a full refund if the items will be no good for the date needed. For Estimated Delivery orders (not advance) - perishable items should not be delivered more than 2 days earlier than the estimated delivery date unless communicated with the customer. If they are delivered earlier than that and the customer is unhappy then the seller should offer some form of goodwill as appropriate. This might involve a full refund if the items will be no good for the date needed. For Advance orders (not a guaranteed delivery date), sellers should be mindful that a customer has explicitly asked for a later delivery and they should not be sent out to arrive more than 3 days before the requested timeframe. If they are delivered earlier without appropriate communication, and the customer is unhappy, then the seller should offer some form of goodwill as appropriate. For perishable items this might involve a full refund if the items will be no good for the date needed. For all other orders (which are not advance orders, not perishable items and have an estimated delivery date) sellers should just be mindful that their delivery settings do set expectations and while for many customers receiving a much earlier delivery is often a good thing - it is not always, especially for gifts being sent directly to recipients. Sellers are asked to respond sympathetically to such complaints, and also to review and keep up to date their shipping settings to make sure the timescales set reflect the service being offered.
|
How to issue a refund
If an order has not been dispatched yet then you can just mark the order as Declined if you are not able to fulfil it, or Cancelled if the customer asked for a cancellation.
For partial refunds for any order, or full refunds of Dispatched orders, you need to contact us to issue the refund on your behalf.
Dispute resolution
If a buyer is not satisfied with the resolution that you offer then either they or you, the seller, can request that we step in and provide Dispute Resolution. We ask all buyers to give sellers 2 working days to provide resolution first.
Related articles
Customer complaints & dispute resolution >>
Comments