Recent content by Dave_Wilson

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    Am I legally obliged to refund the original shipping on an EU online order if it is refused?

    Thank you everyone for your input. It sounds like we should be refunding the original shipping cost then, even though it seems unfair for a business to be out of pocket if someone changes their mind when international shipping is so expensive. I'll double check our T&Cs.
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    Am I legally obliged to refund the original shipping on an EU online order if it is refused?

    Can anyone confirm what the legal position is on this matter please? A customer in Ireland bought from our website in the UK. We shipped it and it arrived without issue, but she rejected it and returned the order because she changed her mind. We have refunded the items but not the shipping as...
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    Time limits on 'Item not received'?

    It was about £250. I understand where you’re coming from. My main concern is what consumer legislation says. I think she could still claim a chargeback through her bank (which has happened to us before, and we won because there was zero grounds). In this case, I think legislation would be in her...
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    Time limits on 'Item not received'?

    It's another company with exactly the same name as ours, selling completely different products. Both our websites appear at the top of Google when googling our company name. It is a perfectly understandable mistake to happen and not the first time - except for the fact that she had already been...
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    Time limits on 'Item not received'?

    It does appear that way unfortunately.
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    Time limits on 'Item not received'?

    She placed the order on our website. And yes she did receive order and shipping emails. She forwarded us 2 emails she had sent to customer services at the other company with our name, who never replied. I guess she googled the website rather than searching for emails and then went straight to...
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    Time limits on 'Item not received'?

    Hi @WebDesires. Thank you for your reply. That's my understanding too and I was just hoping that someone here had previous knowledge of time limits which apply. It's our responsibility until the delivery is in our customer's possession. I believe her that she didn't receive it, but this delay...
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    Time limits on 'Item not received'?

    Hi - I'm a new member and couldn't find an answer to this when searching past posts. Can anyone help me with this? We sent an order out with UPS next day delivery on December 22nd. It was shown delivered on December 23rd. Last week the customer contacted us to say she never received it. That's...
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