* Charge the correct amount for postage. Even if you have to guess, there are calculation tools to make it fairly accurate.
* If you undercharge for postage, wear it. It's your own fault. Don't ask the customer to pay extra.
* If you do undercharge, and you get a quote, make sure the quote is correct before asking the customer to pay the balance. If the quote is twice as much as the postage really is, a good mail order operator should at least have some idea that it's wrong.
* Oh, and don't say you won't send the goods until after the customer pays the balance. That's quite insulting.
* Of course, asking for twice as much as the postage actually costs will result in you having to turn around and admit that you overcharged the customer and give them a refund. Leading to more confusion and less customer satisfaction.
* If you do say you are going to give the customer a refund, do it straight away!
* Don't ask for or expect repeat business.
Ok, rant over now.
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