Who should pay for shipping when customers enter the wrong address?
Asked 5 years ago
We just had a few cases where customers entered wrong shipping addresses and parcels were lost or returned and we had to re-ship it. Who do you think has to pay for it, the customer or us?
Ido Talmor
Wednesday, June 26, 2019
I recommend adding a clear shipping policy to your Shopify store’s terms of service, so there’s no room for doubt. That’s what we did, and this is our policy: If the order has shipped and the customer realizes the mistake, we tell them to contact their local post office and correct the shipping address. If a customer enters a wrong shipping address and the order returns to us, then, if they want the order re-shipped, the customer has to pay for shipping. Our store doesn’t replace an order until the prior order comes back. We do help customers if we can, especially our returning customers and customers who have difficulties ordering online. That’s part of our service. We also send a confirmation email after the order is placed, to make sure all the information is correct and reduce the number of errors. When customers receive order confirmations, it creates trust, and if they try to chargeback, claiming they did not order, you can show the emails sent between you.
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