As a business, I offer an express shipping option for $10 along with free standard shipping.
Do I have to refund express shipping cost which customer paid in case of a warranty claim?
An example would be customer claims warranty after 5 months and I can't fix the fault. Does this mean I have to refund $10 shipping cost as well?
For a DOA , I would. But after 5 months? Nope.
OP would be buying good will.
An example would be customer claims warranty after 5 months and I can't fix the fault. Does this mean I have to refund $10 shipping cost as well?
Full refund is a full refund of what they paid.
Op didn’t say anything about a full refund.
OP is doing a 'refund' on a faulty item, so yeah should be a full refund, item and shipping in this case.
A refund on shipping after 5 months is unreasonable. Op isn’t required to issue a refund on the shipping unless stated in their t&c.
@whooah1979: I disagree. If you refund the item, and that was the only thing on the order, then you refund the shipping too. Simple as that.
Don't strictly have to, but I would.
On the rare occasion that I've had to return an item via post under warranty the seller has either organised a courier to pick up the item from my house or provided a return postage label.
It's not compulsory to refund their outlay but good PR to do so and will keep the customer happy.
A dissatisfied customer will tell between 9-15 people about a poor experience.
I'd say it should be a full refund
Otherwise they've effectively paid $10 express for no product; not the customer's fault the product does not work
I would say as a general rule no, but from a goodwill perspective it depends on the warranty claim process.
If you are covering the cost for the return of the item eg prepaid satchel, courier pickup service etc then I don't think you should refund the shipping cost. Covering the cost of return shipping is excellent customer service.
If not then you could consider it as a PR move, but I'd still say no - as a consumer I wouldn't expect it.
Thanks everyone who voted and commented.
I can’t seem to find any consumer law that covers this part and if there’s one can someone please point me to it.
Yes, I’ve been refunding them regardless they ask for or not but today when refunding someone for shipping cost who had the item for nearly 10 months. I thought twice, hence asking your opinion as a consumer.
You’re not required by law to issue a refund for shipping that is 10 months old. Do it if you want be nice, but don’t it if it hurts your bottom line.
Express shipping is a service separate to the product. Your client used that service.
However, for good will I would refund that $10 too. If you don't, you risk your client telling everybody they know that you are dodgy.