Qiuck Question Shipping cost on a DOA

Any thoughts would be appeciated. <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/biggrin.gif" border="0" valign="absmiddle" alt=''>

Thanks,
Rafael Mendoza

The customer should not have to pay for what the seller garanteed unless the terms state that they do, which I don't think would be fair anyway. &nbsp;If something arrived dead, and was garanteed live, it's already way too much trauma for the customer to deal with. &nbsp;You pay for an animal, you get that animal, no ifs, ands or buts. &nbsp;(long as they're garanteed, of course.)
Lucas

If the customer gets all doa's, they should be refunded all $$ or new animals.IMO

It all depends on your terms. I guarantee live arrival in all my shipments. &nbsp;But now I give credit for any d.o.a. on the next order. In most cases I will still refund the money and shipping cost. &nbsp;The person should not have to pay for shipping on the d.o.a. replacements. &nbsp;If you guarantee live arrival and the animals (some or all) do not arrive alive, then the customer should receive what they already paid for. It all depends on the animals also. &nbsp;If it is a wholesale purchase then I feel the customer get as my terms state credit on the next order. &nbsp;If it is a regular retail purchase then they should receive new animals or a refund including shipping cost. &nbsp;just my $.02

Well, whether you give your customer a full cash refund, or, you do as Rob does, and give your customer a full reimbursement of his cash outlay on his next purchase....either way...the customer should NOT have to pay for shipping....that money should be included in whichever type of refund you employ....included with the cash refund...or shipped free with the replacements...it's only fair! ....Neil

IMO, the customer should not have to pay for anything other than a healthy animal. If it arrives DOA, and the customer wishes to get a refund, he is fully entitled to a full refund of ALL monies paid. Unless of course, if the customer was not there to accept the animal and it was left sitting in a box on the porch. Another option to consider is this: I received an ETB that was DOA. I opted for a replacement. The shipper and I decided to go with a more expensive means of shipping (Delta Dash). The seller and I split the shipping cost. Which was fair as it would have already cost me more had I went that route to begin with. Regardless, I was satisfied with that dealer all the way around. As far as next purchase credit goes, I think it is BS myself. The customer paid up front, the animal arrived dead. If the customer immediately contacts the seller with pictures, carrier confirmation, and is willing to ship the body(ies) back for verification, then the customer is entitled to a full refund. Not some credit. Who is to say that the customer wants to deal with the dealer again? Who is to say that the dealers' negligence didn't cause the death? Or that it won't happen again? The customer is out the money they spent. So why should they be further inconvenienced? Just my thoughts. Take them as you will.

I have to agree with John on that one. &nbsp;

The full amount the customer sent you for their purchase should be refunded. &nbsp;That includes shipping costs. &nbsp;Of course there are instances like what John said of using a more expensive shipper next time around, and in that case splitting it I think is adequate. &nbsp;

I also agree with him on the credit issue. &nbsp;It should be an option of either a full refund, or credit on another order. &nbsp;If they are disatisfied and don't want to order anything else from you, then they are SOL because you will only give them a credit for something else you are selling. &nbsp;
If you get something DOA and you don't want to do another order, you get your cash back and all is done. &nbsp;Just my view, though.

John and Rob....I happen to agree with you two, 100%!! If someone ever gets an animal from me that's DOA, (which has only happened once, with Griff), it's the "customer" who should have the option of a cash refund or credit (including the shipping charges)! ....You guys are absolutely correct that it is BS to MAKE a customer deal with you again after an unfortunate incedent which may, or may not have been your fault! It's just not right....They gave you money....they should get money back! I wouldn't have it any other way!! Period! ....Neil

I guess I should make something a little more clear on this situation since I posted earlier. &nbsp;I stated that </span><table border="0" align="center" width="95%" cellpadding="3" cellspacing="1"><tr><td>Quote </td></tr><tr><td id="QUOTE">In most cases I will still refund the money and shipping cost.</td></tr></table><span id='postcolor'> which is true. I do refund the money and shipping cost. &nbsp;On wholesale purchases basically when I sid credit on next order is I send replacement animals for the d.o.a. at no additional cost to the customer. I pay for shipping and the replacement animals. &nbsp;If the customer wants to add more animals onto the order they can be included in the box with the replacements with no additonal shipping charges. I do not automatically make a person place an order with me to get their credit. I have yet to make anyone get replacement animals. So far any d.o.a. have been replaced at the customers reuqest instead of receiving their money back.

Thanks guys that will be enouph info for me.

Rafael Mendoza