Parcel not arrived to destination

[CushionsandMore]

I am sure this issue has come up many times before but I have't encountered any thread with regard to this so here we go.

I have sent out a parcel to the US from Cyprus (transatlantic ) on the 15th January 2013 by First Class Mail which does not provide a tracking number. This parcel has not arrived yet and the client is very frustrated.

In my policy section it is stated clearly how we send out parcels. It is also mentioned that should the client wish for a tracking number, then a small extra charge will be applied. However, two weeks ago, as we realized that perhaps clients can be from a long distance from Cyprus, we decided to incorporate the tracking number facility anyway, and slightly raised our shipping prices to include that. This is to save everyone the hassle and also the doubt on behalf of the client that we might be lacking reliability.

Our client is sending me messages asking how she can know what happened to her parcel. I don't have a proof that I sent it but isn't plain First Class Shipping a way many Etsy sellers send goods out abroad? (please note that for our next order we shipped with a tracking number as again this was from the US and we wanted to avoid the stress and doubt.) What does one do in case this turns out to be a serious issue with the client blaming our shop for unreliability? What happens if the postal services hold the responsibility but no proof of that?

Thanks !!

[Former_Member]

Well, first of all, tracking an item can take a long time, and it's an arduous process. It could take a long time before the post office assumes any responsibility. Also, they might only do so if it was insured. I don't know how they handle mail there in Cyprus.

However, you have a few options. You can either explain to the customer that the item was shipped and that you have no control over shipping, or you could tell them that you are going to reship the item and eat the cost. The second option is impossible if the item you shipped was one of a kind, expensive, or time consuming to produce, but it may be against your nature to do so, anyways. A third option would be to refund the order. This might be hard to do if the item you sold costs a lot in material.

I don't know what is most realistic to your scenario, but I would either refund, or tell them that the item is shipped and no longer your responsibility. You risk bad feedback from the seller no matter what you do, so really it's all up in the air.

I wish you the best of luck! These situations are not fun, and I've been in your shoes so I know how you feel. Hopefully you don't get the bad feedback and your customer becomes more understanding about the situation.

[CushionsandMore]

Thanks Vito for the advice!

As I have shipped this item on the 15th January I would say it's too hasty to discuss refunds with my client. I haven't been accused of mis-conduct as a shop but I can see from the "mood" of their correspondence that should the pillows not get there this week, then it won't be pleasant.

I, on my part, have shown plenty of concern since having been notified 2 weeks ago that she did not get it. I message my client every 4 days or so asking if she got it. I have explained patiently that from Cyprus a parcel has to go via a major European airport such as Frankfurt, London or Amsterdam and that alone is an entire week traveling time. Then the item has to reach the US and then the specific state and region of the client. Personally all my parcels that I order from the US need about 3 weeks to reach me but this is understandable and I never complained :)

I have thought of suggesting some middle settlement in case it turns sour, such as making for her identical pillows again, but charging them 50% less or something, simply to avoid disgruntlement. What's your view on that?