AAA Cafe' Daily Chat 10/19/2013

[naturepoet]

Good morning, everyone.

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Good morning. I can't believe that we are so far along in October already. Seems the month has just flown by.

Dona has brought up and interesting point. In yesterday's thread, she made a post, which said in part:

"This may open up Pandora's Box but as business owners if we take responsibility for every item we ship that does not make it to the customer, we will not be in business very long, refunding each customer's money. This is a link from the Eugene, Oregon police department. lanetoday.com/2012/11/22/police-offer-package-theft-prevention-tips-5/ These are some great tips.

I am sure all of us want to have our customers receive their orders but I cannot afford to lose money as a business owner. Do a search on Google, "Delivery Package Theft from Doorsteps". It is a real nightmare what is happening in today's times and how some people have lost their morales.

This is an excellent idea for all of us to let our customers know that it is the customer's responsibility to give us an address that is secure for their package delivery. I give my customers the tracking number and scheduled delivery date and the link to the US Postal Service website. It is up to them to make sure they have their package covered once delivery is made by the US Postal Service. If the customer had the packaged delivered to their place of work, to a family or friend's address or request a Signature Confirmation, this would not be a problem. The internet has made shopping easy for everyone, even thieves.

I put a notice in my Shop Announcements Advising potential customers of what is taking place in even some of the better neighborhoods. I might lose sales for people who do not want to give me a secure address but I would rather not have a sale then have an unhappy customer. Folks, this is just my opinion."

Today, let's talk about shipping and the dangers we face as online sellers. I usually reship if someone doesn't receive tags or small items. However, if big items that are unique (only have one) disappear, this can be a great expense and one that can eat up our profits quickly if we give a full refund. Many customers feel they should get both the cost of the item and the shipping refunded .

Let's hear what everyone has to say on this subject. Basically good customer service means keeping our buyers happy? What should we do in such a dilemma.

QUOTE of the DAY:

"If you do build a great experience, customers tell each other about that. Word of mouth is very powerful."
~ Jeff Bezos, CEO Amazon.com

[NaturalClocks]

Good morning Mary. 7am here in the UK, still pitch black and raining heavely, hopefully it'll stop by the time I need to get out to go to work!

Ahhh, shipping and missing parcels, a big nightmare... I totally agree that it's the customer's responsibility to give the seller a correct, secure address. The problem is that sometimes (too often!) mail is lost by the postal services themselves. Within the UK I ship my items by Recorded Delivery, that means the parcel is tracked and Royal Mail will give me compensation if the parcel doesn't get to the customer. I'd love to use the same service for my international customers, but the cost would be prohibitive and would put off potential customers. For example, I sell my desk clocks at £ 10.00, a tracked service to the US would cost £ 9.80! It's just not feasible. So I have to keep my fingers crossed and hope for the best, and take the loss in the off chance that the parcel doesn't get delivered. Of course, what I sell is fairly inexpensive, so it's worth the risk, but if I sold anything above say $50.00 I would use a tracked service internationally too, so at least I would get compensation and recover my costs. Besides, I may be wrong but if the customer reports it to Etsy and/or Paypal, don't they automatically get a refund and we are out of pocket regardless?

Still, from a customer point of view, I bought something from ebay here in the UK a couple of weeks ago, and it hasn't turned up yet. I've used that seller before and never had any problems, so I can only assume that Royal Mail has somehow lost the parcel. What do I do? Take a loss of £15.00 (about $24)? Can't afford that, I wrote to the seller asking to investigate and stating that I still need the item, so I'm hoping that it will get sorted soon.

Have a great day!

[naturepoet]

Val, I hope your parcel arrives safely. I agree that most of the time it is the postal service. I just mailed an envelope a couple of weeks ago and it was returned. I asked the customer to confirm the shipping address, which she did. It was correct. It has sufficient postage on it, so am not sure why someone decided to send it back. I have re-mailed it and am hoping that the customer who sees it next.

[CozyHandcraftsByCat]

Good morning, everyone. Great quote, Mary. It also holds true for a terrible customer service experience, doesn't it? If someone has a bad experience, they will tell anyone who will listen. LOL

When I read Dona's post yesterday about missing shipments, my heart skipped a beat and I thought to myself, "great, something else to worry about". It hasn't happened to me yet as a seller but I guess if I sell enough, eventually it will. Immediately after I read Dona's post, I updated my shop policies to include a statement about the buyer's responsibility to provide a shipping address that is secure and safe, etc.

In my own experience, if I'm expecting a package, I do look out for it. If I'm not going to be home when it's scheduled to arrive and it's something that USPS won't be able to fit in my mailbox, I'll ask a friend to pick it up for me, if possible. Luckily for me, our weekday mail passes late in the day, often after 5pm. However, with UPS there's no telling when something will arrive. It hasn't happened to me, but if I were to order something and not receive it, I would expect to be refunded for the item but not for the postage. I would be upset over not getting it; but I wouldn't necessarily blame it on the seller, as I know mail gets lots all the time through no fault of the seller. It really is a tricky situation, however.

I've never purchased insurance for a shipment I sent but I'm sure it's costly. Maybe I need to decide on a dollar amount for which I feel I need to purchase insurance -- say $50.00. And up my postage prices a bit to cover it? Just not sure. Postage/shipping isn't something I'm very knowledgeable about.

[CozyHandcraftsByCat]

Hmmmm... thinking about this some more. It's such a complex subject.

As a seller, if I prove that the item was delivered, I don't think I would feel obligated to refund the customer. Maybe that's not fair. But if the tracking indicates the item was delivered, why would I be responsible for it after that? Of course, I'd have one ticked off customer if I refused to refund at that point. What are others' thoughts on this?

[Former_Member]

Good morning all! Just wanted to pop in and say Hi! We just got back from our family vacation, so that's why I've been MIA for a bit! Hope everyone has a great Saturday!

:o) Erica

[naturepoet]

Cat, if you can prove that it was delivered and have confirmation, you do NOT have to refund. I would not because there's no telling if the customer did get it and wants their money back or if something happened to it. At that time you would take it to mediation with Etsy.

Things have definitely changed here in the shipping department. Canada Post has taken away small parcel to the USA. They did that last January and my costs for shipping almost doubled. I don't sell near as much as I did. I used to have a great clientele in the US. I've also noticed that many in the US no longer offer shipping to Canada. The postal services make thousands of dollars off online sellers every year, yet they continue to hike prices. Not sure that is good business, but nothing we can do.

[naturepoet]

Glad to have you back, tenpenny. I hope you had a wonderful time while on vacation.

[NearEarthExploration]

Hello everyone!

I went through something similar, as a customer. The tracking said delivered, but it wasn't delivered to me. I did my due diligence and checked with the neighbors and filled out the paper at the PO, kept in contact with the seller, and nothing. After about 3 weeks of the package still not arriving, the seller finally agreed to replace the order, I was very pleased -- it wasn't a small order -- and now whenever I need those supplies, I make sure to order from that shop. They were decent about it; I understand the matter from both sides, but since that seller did what I deemed to be 'the right thing', that shop now has me as a returning customer who has made several more orders with them since, that I wouldn't have had they just blown me off. -- and there hasn't been another shipping issue on any of the subsequent orders.

Just my tale to share. Different people handle things differently. I am pleased my matter was resolved the way it was :-)

[Former_Member]

It I have a larger order 3+ pairs of earrings ($150+) I give complimentary domestic insurance. It's a few dollars more to ensure that you get reimbursed it anything is lost in the mail. I always do tracking, which I personally think deters some theft. I've never had one of my packages lost in the mail, but a package I ordered from someone on etsy was. With tracking. I watched it bounce all over the central US before I was returned to the sender. Turns out she was short $0.13 on the postage and they would not deliver it to me due to something that was her fault. As it was bouncing around, she offered to make me another one ($80 stamp custom for my shop). I understood her situation, before I knew she shorted them on postage (but mistakes happen), so I just said I'd wait and see. The wait was about 45 days long, but well worth it. I liked the way she handled it.

If this ever happened to my shop, I would probably offer to make the buyer another item ASAP. You lose the same amount of money in the end and your customer is likely to come back in the future if they are satisfied with how you handled the situation!

[Former_Member]

PO Box. Smartest money I ever spent. No worries about packages abandoned on my doorstep. It's also a big enough box that I can get most packages after hours, so if it's a home footballl game weekend and the town's in a traffic jam during the daytime, I can make a late-night run to the post office and get my stuff.

I've heard people on the Etsy forum talk about how they cover up the word Etsy on pre-printed postage from the site to deter people from taking the package. I wonder how often that happens.

[homecraftframing]

This does not have to be this difficult.

If the customer is employed outside the home, have the package delivered to her/his place of business. I provide tracking numbers for them to keep track of the package and the link http://www.usps.gov for them to track the package. I give them the Scheduled Date of Delivery as well. At what point does the customer have the responsibility to use these tools I send to them. I do not look up each address on Google maps to verify that the house is in a good neighborhood. Even if it is a good neighborhood, there are still dishonest people. If you read some of the news articles, you will notice that the package is removed within minutes of delivery. Which means some thieves are following delivery trucks or the neighborhood is not a safe place to leave packages out in the open for any length of time.

Most postal carriers deliver mail appoximately the same time everyday and most people are aware of the this information. Put a note on the door asking the carrier to knock when leaving a package, if you are home. If the customer cannot be home, ask one of the older neighbors to pick up the package for you. They are usually home and probably would not mind helping. Make them some cookies as a kind jesture. If you know your postal carrier and know you are unable to be home on that day, ask him/her to hold you packages at the post office and you will pick them up.

On the plus side, my friend heard back from her customer and the package was found. Mind you the customer waited 13 days after the delivery date to contact my friend, when the customer knew the delivery day. The customer's son picked up the package brought it in and it was sitting in the house in plain sight for over 13 days. Go Figure!

Below is the notice I have in my announcements, I would like to know if I need to tweak it even more. If you would like to use it as well, you are more than welcome.

Holiday Season Delivery Notice, Please Read Before Purchase!

If you live in an apartment, urban neighborhood or a high traffic area and there is not a secure place to leave your package, You Must make Arrangements for the secure delivery of your package to another secure address. If you are working outside the home, have it delivered to your work address. If you have a family member, friend or neighbor who could receive the package, all you need to do is to give me their address. Once the United States Postal Service delivers the package to the address you provided, I will not be responsible for the Theft of Your Package. No one wants you to receive your order anymore than I do. Although, I am only doing what you required me to do and that is to deliver the package to the address you provided. If you want to pay to have a Signature Confirmation, I will be happy to do this for you. Although, you will want someone, who is an adult you trust, to sign for this package.

When you make a purchase, you will be given a Scheduled Delivery Date and a Tracking Number when I ship your package. It is up to You to check the tracking number everyday. It will let you know where the package is each step of the way of the delivery process. On the last day, it will say Out For Delivery, This Is Important, that you or someone else you trust is available to receive the package on that day. Again, if you work outside the home, have the package delivered to your place of business.

It is sad that we cannot trust like we once did but theft of packages left by delivery companies is something that has been happening for the past few years. Please help me to make sure you receive your purchases. Thank You!

[Former_Member]

Hand-writing all of your package addresses helps! No etsy on there. No shop name on there. Don't stamp the package or make it look special in any way from the outside. Make it look average and simple. Thieves will be less interested!

[COLDHAMCUDDLIES]

Interesting point this. So far, everything I've shipped has arrived - eventually. But I'll make a point of updating my Policy to include the need for a secure delivery point.

Delivery here in the UK, should not be such a problem, because if it's posted, and there's no one at home to receive it, a note is shoved through the post box intimating that it will be at the Sorting Office (usually located in the nearest town) for pick up the next day - for a limited period. It is then returned to sender. Not sure if the returning policy covers overseas items. If it didn't, then the item would go to some place in Belfast, where it is dispatched to the dump!

Would have thought there's something similar in the US too. In the 1980's, when we lived in Canada, seem to recall something like that existed, but whether or not it does now, I would not know.

Busy day today. Two more treasuries included some Cuddlies - and I've managed to finish the three White Baby Bunnies, and cut out and half-completed two Pink and 1 Blue Bunny - all replacements. Should have these done by lunchtime tomorrow, so if the weather is kind will take new pics, and re-list them in the shop, by colour rather than en bloc, as they are currently. Increases the number of items in the shop, and gives me practice with my tags and titles, too!!

Hope everyone is having a good week-end. We're having typical autumn weather here - winds, rain with some sunny intervals, but it's still pleasantly warm for the time of year.

[Former_Member]

I'm hoping everyone will visit the Featured Shop of the day...thought this was a safe place to leave the request. If it looks unusual...it's because I posted it today instead of Chris.
Thanks guys!

[Former_Member]

Hello everyone! I'm pretty new here and I'm just starting to figure things out. But it looks like there are a lot of quality people here and I'm glad to meet you all. I've had a retail shop in Fort Bragg on the Californian North Coast for 10 yrs. now, and I'm beginning a transition into other avenues. I produce soup, rice, bread, cookie mixes and I've been selling them wholesale for a few years now. I'm seen in around 50 stores and more coming. And I want to increase my online profile as well. Please take a minute and check me out?

[Former_Member]

Oh my! I just found something exciting! If you go to your shop statistics there is a tab for a map of the world. It shows your shop interest and orders by country! Super fun :)

[Former_Member]

So far, I haven't had any issues with shipping (knock and wood and keep fingers crossed.) But I think if it's confirmed that delivery occurred, then I feel i've done my job as a seller. Of course, I'll always work with a customer based on the situation. I think many of us have been in the customer's shoes and experienced shipping issues.

I wonder how often seeing the Etsy label and shop site vs an Amazon box or other well known label will cause theft? It seems like a thief is willing to take any item off a doorstep lately.

[Former_Member]

That's cool about the map in shop stats! Thanks for pointing it out, Allison.

[naturepoet]

Jim, that is certainly a reward for going out of your way to please a customer...customer loyalty. I've had that experience as well.

Allison, if I were to send a small parcel to anyone in Canada or the US and put tracking on it, it would have to be by expedited parcel and that costs a lot of money. I can send something for $10 without tracking. To add tracking it would be at least $15.

[naturepoet]

A warm welcome to the team, Michael. Your shop looks delicious.

[naturepoet]

Don't forget about this thread, people

https://www.etsy.com/teams/14664/aaa-support-team/discuss/13130567/page/8

[Former_Member]

Within the US, for me to ship a small package with tracking is about $3. Adding insurance that covers up to $200 brings it up to $6. I always forget not everyone here has the same postal service.


I had a customer from Ontario today purchase a pair of earrings and insisted on tracking info and insurance, willing to pay the extra fee. It brought her shipping from $7 to $28, but to guarantee arrival by her friend's b-day it was worth it to her.