I use MCF shipping for websites.
I use standard and expedited. I don’t use overnight because I already know that is going to cause me headache.
However, lately customers have been wanting Expedited shipping. According to MCF policy that is
1 day to ship and 2 days in shipping process = total of 3 days
So I sell this as a 3 day shipping speed on my site.
Lately people have been wanting the Expedited shipping and it is taking close to 10 days to deliver. On this last one they used UPS to give to USPS which is UPS super cheap residential delivery (I have this option through stamps dot com so I know, this is the longest delivery option available).
I open a claim and they say:
"understand your concern regarding the order ID S01-9833190-6683657 and would like to get refund for expedited shipping charges.
Please be informed that you are eligible for reimbursements on your MCF orders if we determine that they have been lost or damaged.
Also ineligible for reimbursements are MCF fulfillment fees for pick, pack, and ship, and orders that are marked as delivered by the carrier.
Upon checking, I see that the shipment has been delivered correctly by the carrier. You can confirm the same by referring to the following link(s).
Hence, no reimbursement is required."
Another rep said at some point that they ‘couldn’t’ ship this one Expedited.
Well, Amazon CHARGED me for Expedited and I had to REFUND the customer. But Amazon wont even reimburse me for the difference in Expedited to Standard shipping???
I have linked the MCF and policy, but I don’t see how this is fair. They also DON’T treat your customers like Amazon, they require the customer to sign statements, give me pictures, and all kinds of hoops to jump through, yet for my customers they just give money away from my account.
Any help on this on how to manage my customers expectations so I am not losing customers because Amazon obviously doesn’t care about them, even though I am paying alot for this service