@mygaras wrote:
Simple Delivery Tracking
Hi Team. I hope that you are all well.
I've had an issue with a SD label and tracking, which previously would've been an easy fix, but now seemingly can no longer be resolved, can you help at all?
I sold an item and by the time I'd packed it up with sufficient protection, the box had gone over the Royal Mail Small Parcel maximum dimensions. Therefore, I followed the same procedure I've used previously, which is to download the label and use the details from that to buy the correct postage on Royal Mail's Click and Drop website. I then requested a refund for the unused label (I offer free postage) and would usually go back to the Order page to edit the tracking with the new tracking number, but this is no longer an option. Usually the refund comes through in a matter of hours, and the tracking updates immediately.Unfortunately, this time, I've still not received my refund and it seems that it's no longer possible to edit SD tracking. I've spoken to three CS advisors, one of whom sent a link for me to add the new tracking number to the order, but this didn't remove the unused tracking details. They told me that it would be removed automatically, but it wasn't. Another CS advisor told me that it wasn't possible to edit the tracking details at all, but then sent me a link to remove the unused tracking number anyway. Unfortunately, there was no 'remove' button and I had to send a screenshot to prove that I was right. They then said it was an issue for the IT team.
I'm now in a situation where the order details state that the item has been sent in multiple shipments, one has been delivered, and one hasn't yet been posted (obviously, because I didn't use that label). In these circumstances, there's nothing to stop an unscrupulous buyer from claiming that part of their order hasn't arrived and then raising a claim for a refund.
In summary:
When will I receive my refund for the unused label?
Can you please try and get someone to remove the unused tracking number from the order?
And why can we no longer amend tracking details when we've had to purchase alternative postage?
Apologies for a slightly rambling post, but it's been one of those instances where CS have sent me round in circles and I find myself no longer able to do something which I was able to do just a short while ago.
Thanks 😊
ps. The order number is: 22-13888-25098
Hi @mygaras
It can take up to 30 days to receive a refund for the unused labels.
Unfortunately, there is no way for us to remove the unused tracking number, this was a relatively recent change that was brought in by the policy team.
You can send the revised tracking number to the buyer via a private message. If there is an INR opened, you will also have the option to add the new tracking number in the case.
Thanks,
Dave
