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Chapter 17. Shipping > Mistakes Happen and That Means a Refund

Mistakes Happen and That Means a Refund

In this imperfect world, there will no doubt be many times when you make a shipping mistake on a customer's order, especially when you are a one-person operation, having to take on every possible angle of a small business. Late, lost, or incorrect orders are probably the biggest reasons people are reluctant to use a mail-order service.

If you do happen to make mistake on a customer's shipping address, forget to check off the appropriate method of shipping, or send them an incorrect item or quantity, show your deep concern, apologize profusely, and offer the customer free shipping on the next order. If they paid to have the package shipped overnight, and it didn't get there because of a mistake made by your company, refund their shipping fee, as it will alleviate some of your customer's anger.


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