Help with customer shipping issue

[VeraMasonDesign]

I sold a piece of furniture. In my listing, I ask that the customer make sure there is a Greyhound station nearby and that they understand that they are to pick up the piece once it arrives at the station. The customer asked if I could look into another shipping company. I did, and the company seems unreasonable to work with and is going to cost 3 times the price of Greyhound.

I have tried contacting the customer three times to let her know all of this, as well as to ask what she would like me to do. I've also tried explaining to her that I've had nothing but satisfaction with Greyhound, and so have all my other customers. She has not gotten back to me in a few days. What do I do?

[WillowSwitchDesigns]

I would just wait. I have had people contact me with questions after a purchase, and I get right back to them, and for some reason it just takes forever for them to get back to me. Maybe she is trying to figure out how to get it picked up, or doing some research on her end....She spent the money, she will get back to you I'm sure....

[SiggyJewelry]

Have you tried contacting her through her private email as well. Often etsy buyers don't log in to their accounts to check their convos. They're not like us sellers who are constantly checking views, stats, convos. etc. She may not even realize you have been trying to contact her.
If you haven't already, try her private email.
I have a customer that I have been trying to contact for days about a package that appears to be lost by USPS and have tried both etsy convos and private email, but nothing.
I'm wondering if I should just refund her order without waiting for a reply.
Good luck.

[Former_Member]

I'm not sure you're allowed to use private mails. Anyhow Etsy sends convos to email inbox, so she should see it. Wait a little bit longer.

[SiggyJewelry]

The private email is provided on the receipt with a link to contact, so yes it is OK to use it. Sometimes customers don't get email notifications of etsy convos. I believe it depends on their setting preferences. I have had many instances when customers have not responded to convos but as soon as I send a private email, they quickly respond. So, that leads me to believe that they are not always seeing their convos.

[PattenCreations]

When I really need to get a response from a customer I will email and convo, referencing the convo in the email. I've also had customers provide me with alternate emails, phone numbers, and even requests to text! My bottom line is I will communicate with a customer in whatever way they prefer. If it is something I want to make sure is then documented within the Etsy system then I will let them know I am confirming our communication via that system and when I write the convo state as per our communication via email, text, etc

A LOT of buyers come in, buy and do not even understand they are buying from individual sellers but a large overall company.

[HandcraftedAccents]

If you want to use greyhound, I would stick to what has been successful for you and leave it at that.

Some people do not go to their Etsy account but once in a while so sometimes it does take a while for people to respond.

I hope it all works out well for you.
Carol

[VeraMasonDesign]

Thanks everyone. Carol, I would send it through Greyhound but I don't want it to sit there. She said she doesn't want to pick it up. Plus I need her phone number to give to Greyhound so they can call her when its ready to be picked up.

[HandcraftedAccents]

Lexie,

I hope she agrees to use Greyhound because that sounds like the best way to go.

Carol