Recent content by KC1

  1. K

    Postage costs, customer address issues and international returns.

    Correct, not for royal mail its DHL and other couriers that do that and it can be more than the original shipping we paid for. It's contractual but about DHL is £50 for any returned shipment.
  2. K

    Postage costs, customer address issues and international returns.

    I think for international they may but it depends on the country and value of the shipment. We use royal mail international tracked. Typically DHL for instances give the customer the option to choose a safe place/make alternative arrangements. Royal mail in the UK is the same but when it's sent...
  3. K

    Postage costs, customer address issues and international returns.

    It varies, we're doing a review 2023 and have seen the following scenarios crop up: 1. Address is partially correct 2. Customer wants to change it to another address entirely (Sometimes country) - Which triggers our fraud policy of requiring a return/refund to credit then a new order to be...
  4. K

    Postage costs, customer address issues and international returns.

    We may look to do a flat fee for UK/International to make things simpler as it can vary a lot. This way we wil claw back some of the loss, which is an improvement, even if its not all. Understood It's circumstantial and really varies depending on the cost we incur by it.
  5. K

    Postage costs, customer address issues and international returns.

    As mentioned above, we're not going to remove free shipping due to the positive impact it has overall on sales. We have historically absorbed any cost as a goodwill gesture but are looking to reduce the amount lost on this. We do ask them to confirm the address if flagged at potentially...
  6. K

    Postage costs, customer address issues and international returns.

    Hello, We're looking for ways to combat incidents along the lines of the following scenarios: 1. Customers order with free shipping, has the wrong address - If sent back, what's the best way to charge a re-shipping fee ? If it's not sent back, how to we ensure were minimise losses? 2. An...
  7. K

    Issues with students, return fraud and order cancellation

    Appreciate the responses to this. We've made a few changes to and will see how things go: 1. Some products are actually legally classed as "consumable" so are non-refundable, these have now been added to our returns policy as non-returnable. 2. Certain devices are sealed with anti-static...
  8. K

    Issues with students, return fraud and order cancellation

    We have a public online-store, so it's not possible to do so unless we cancel/refund orders after they're placed. Any B2B customers are setup via a wholesale/reseller account sign up process which we vet along the way. We get a lot of genuine students purchasing, it's more about how best to...
  9. K

    Issues with students, return fraud and order cancellation

    We have a section on our returns policy saying we can offer this, advising against purchasing for project where customers can rent equipment instead. Over the last 3 years, we've had one request of it but most of the time it's not enquired about. The one time we did rent equipment to a...
  10. K

    Issues with students, return fraud and order cancellation

    A wide range of tools but the ones that are most affected by this are security research devices and testing tools. So there's an intended expectancy for students to need them for trials, projects and research but end up sending them back once used.
  11. K

    Issues with students, return fraud and order cancellation

    Huh... that's new. Wasn't aware that was added! We've started to use Evri recently for parcels as it's cheaper and has full tracking. No insurance unless under 1KG which is annoying but the main issue with evri is letters/large letters need to weigh more than 250g to be accepted, so we still...
  12. K

    Issues with students, return fraud and order cancellation

    Hello All, We've been reviewing an on-going trend of customers, who are students, making up nearly all of our returns, order cancellation and fraudulent incidents. It's been a tough issue for us to try combat while wanting to support genuine educational customers. Overall, our "returns and...
  13. K

    Company Name Copied

    So there are more details that originally made this look like a scam quite easily. It wasn't until a baseline website with some non demo/default theme went live, did it start to look like just an overlap. I've gone on the basis now that if it was a scam I would of heard from them already trying...
  14. K

    Company Name Copied

    Well I say remove but change. I only need to secure my trading name really as I can register a similar one at companies house. The trademark both unregistered/registered + proof of my work over the last 2 years is apparently enough to stop them causing issues with my trading and secure my own...
  15. K

    Company Name Copied

    So spoke to a solicitor and they advised to get a trademark sorted now and either end a letter to them now or once its been registered. But Im fine to carry on as I am until that point as I've got proof of prior trading well before they registered. With the additional option to also...
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