Forgoten account

[studio]

I'm telling you the least risky option here is cancel with option buyer cancelled selected. The worst you can get is a neg then, can't get A-Z can't get ripped off or defrauded and if the buyer doesn't leave neg then you are still 100%

[rsot]

Originally Posted by Phd

Yes, you can mark 'shipped' without tracking.

But customer still gets email from AZ the moment you hit the 'mark shipped' button.

And then the problems will can happen - dont mess around with this account like this - simple route of cancellation.

[metatrade]

Its always better speaking to a customer on the phone in a situation like this as they will see that you are sincere and be less likely to take a negative stance.

You could wait for them to contact you. If 3 months pass you know they have forgotten about it. They can't leave a neg and you can "customer cancelled" the order.

If they contact you within 3 months, You could call and give them a good story with your apologies, offer them a choice of free gift as a goodwill gesture. I have done this many times and it never fails.
Ask them what they would like to do - Proceed with or cancel the order? Either way send them something for free and they will appreciate the gesture.
The fact that their email requesting info about the order triggered your response should make your "story" more believable.

If you don't have their number, You could request it via email.
If you cancel the order make sure you take their shipping/contact details down for later as I have had these details disappear after cancellation and have no way to contact if problems later arise.

[Phd]

The one thing no-one has mentioned yet, and if you are in business long enough it will happen.

It is possible the customer is no longer with us, or is very sick.
Therefore he/she could not answer any emails.

[TonyAlmeida]

- I have not contact buyer as of yet.
- I have no problem to ship the item but I don't want to get hit with a late shipping and may lead to suspend for ODR
- I don't want to cancel it and get hit from the order cancellation rate also lead to suspend.

I know it is weird but if I just leave it hang in there till the order automatic cancel after 30 days. Will that effect the order cancellation rate or ODR?

Thank you

[barrycruan]

Im not going to read all of the other replies so forgive me if this has been mentioned.

But cancel the order and select buyer has cancelled. This does not count as an order cancellation. Before you do that explain to the customer you are cancelling the order and that they will still get the product free of charge, that is if it is rather low value/ worth doing to keep the account.

[kockedoff]

Originally Posted by barrycruan

Im not going to read all of the other replies so forgive me if this has been mentioned.

But cancel the order and select buyer has cancelled. This does not count as an order cancellation. Before you do that explain to the customer you are cancelling the order and that they will still get the product free of charge, that is if it is rather low value/ worth doing to keep the account.

This has been mentioned few times

[rsot]

Originally Posted by Phd

The one thing no-one has mentioned yet, and if you are in business long enough it will happen.

It is possible the customer is no longer with us, or is very sick.
Therefore he/she could not answer any emails.

Very true - family circumstances. But then - how to address? If you message the customer, you risk a big issue IF the patient is NOT sick and simply forgot...or he/she might reply "wth, you havent shipped out my item yet? I wanted it then and I still want it - negative feedback grrr rawr, etc."

Given all these potential scenarios, simplest and path of least resistance is the cancellation

[TonyAlmeida]

Finally after 30 days the buyer contact me about the item. I sent buyer email and explain that I was out of country and have took all my inventory down but didn't notice the pending order. Offer buyer half off for this item as my apologized and ask buyer to agree to cancel the un-ship order. Buyer agree and order is cancelled.

Thank you everyone.

[GreenBean]

Nice one.

Deserved result for you.

[TonyAlmeida]

Have some lost with this order but I can take it to save the account. Thank you GB

[GreenBean]

Originally Posted by TonyAlmeida

Have some lost with this order but I can take it to save the account. Thank you GB

Best outcome there.

Save the account.

[rsot]

Nice work Tony - way to communicate and offer options...nice to have an understanding buyer too - wow

[GreenBean]

Originally Posted by rsot

Nice work Tony - way to communicate and offer options...nice to have an understanding buyer too - wow

The buyer contacted Tony first.

Then he communicated most effectively.

Your reply implies otherwise.

Is it that French keyboard?

[rsot]

No implications Tony did the right work

[GreenBean]

Originally Posted by rsot

No implications Tony did the right work

Indeed he did.

[metatrade]

@Tony

Glad to see it went well and you didn't get suspenders