A case reported against me!

[naturegirl22]

Two weeks before Christmas, an item (vintage non-replaceable) was purchased and I shipped to Canada the same day. 19 days later, with absolutely no prior communication to me, the buyer reported a case of non-delivery. During the holidays, for goodness sakes! (my aside grumpy comment) ;)

I responded immediately with the information I have regarding when it was shipped, with the customs information. It left the country on Dec 22, and that’s all we know. Bah! I still haven’t heard back from the customer.

How long does one wait for an item to arrive before just refunding?

Now that it's in the process, I'm not clear what choices I have… if indeed I have any. It just bums me to refund when the item may still arrive.

Anyone have a similar experience, and/or any advice. (Other than to discontinue shipping out of country.)

[Former_Member]

The Christmas holidays were especially bad for shipping overseas this year. Lots of packages arrived way after Christmas and some have still not arrived. I ordered something that arrived 8 weeks after I ordered it and three weeks after they sent me another one. I returned it, but your package could still arrive at its destination. Nineteen days is not nearly enough time for a package to arrive overseas. Buyers who purchase abroad should know they have to wait a pretty long time, especially during the holidays, before complaining that a package is late.

[Former_Member]

VERY similar experience. Shipped a vintage dress to Ireland the same day ordered (12/15) , it left the US on 12/17 (that's as far as Int'l Priority tracks), did not arrive for the holidays....I was lucky, the buyer was disappointed but did not bring a case against me. I refunded her priority upgrade and shipped her a second dress at my expense...although it's of course not her first choice dress (which I imagine got stuck in customs) and she didn't have what she wanted for Christmas.

I have family in Europe, Africa, and Australia, and personally have always used first class mail for packages....I thought that Priority would get there faster....not necessarily true.

My advice would be to continue offering international shipping, but put LOTS of disclaimers in your policies page about how you have no control over anything once it leaves the country and therefore cannot guarantee ANY specific delivery time.

[CardsbyJeweleighaB]

I'm in Canada and am waiting on something myself. In fact, it can take that long for my regular orders to arrive from Canada to the States, not even during holiday time!
Perhaps ask her to wait another week or so and then offer to refund? My guess is that it will still arrive.

[Former_Member]

I agree with Julia. I think it will still arrive.

To Canada from the US mine have taken up to 35 days and not during the Holidays.

[Former_Member]

I have sold things to Canada, shipped priority mail, and it took FOREVER to get there...IT was like a month at least

[naturegirl22]

Wow, I didn't realize how long mail took to Canada. I've sent to Australia much quicker. :)
I'm hoping they are willing to wait. I have not received communication back from them, so no clue.
I have changed my shipping policies, and all my more expensive items are now shipped registered mail with insurance. Although with the rate increases coming, that may change too. I want to be able to insure what I'm sending. I don't know how else to protect my customers and myself for lost in the mail system packages.

[Former_Member]

I have something kind of similar but the buyer hasnt reported anything, and has been so sweet to work with. This is the very very first time I have ever had an issue with non delivery. I Shipped her item on Dec. 4th insured as it was a big costly order. She said she never got it. Showed it was delivered Dec. 7th to her home. Filed a claim with USPS and it was denied due to it shows it was delivered. I am not refunding because well thats why I had it insured, and they show it was delivered, yet she said she never got it. So I told her since the claim was denied she is gonna have to file one, and possibly file a police report for stolen property in order for USPS to refund. If they do refund the money to her then they will notify me. I havent heard anything else from her. I went above and beyond to locate it and do the best I could to help her so I pray I dont get negative feedback.

[Former_Member]

They say though for international to allow up to 4 weeks but if she hasn't gotten it from the USA to canada within 21 days which honestly she should then you can file a claim with USPS for lost package.

[BeachFleaMarket]

I had a package take 14 days to get to Texas from California. I agree with the recommendation to wait at least 4 weeks. As the post office how long it should take and the refund request process.

[Former_Member]

I have a open case for a non delivered item similar situation, just contact the buyer and and let things take it course after so long etsy will review and determine and hopefully by then the item will make it to the buyer. Ask them to wait a week and then you will refund or what ever you decide if it is two weeks I sell vintage also and I figure I roll the dice if I want to be secure I will get insurance if the item is over a certain amount.

I figure selling online there are going to be times when packages go missing and hopefully it is only one or two out of a hundred or so and all is good.

[Former_Member]

Don't act until you work through the case publicly using the case convo system.

[Spellbinderie]

According to Etsy's rules and what I've read from other sellers in your situation, Etsy won't force you to refund in this case. International orders only need to prove they shipped, they do not need to prove delivery. If you entered your customs info into the case, you'll be fine. From reading in the forums, it seems many buyers think they are contacting you and don't realize the seriousness of opening a case.

Giving a refund is always a good idea if a package has gone missing but definitely too soon to call it that. As others have said, check with USPS to find out when they will consider the package lost and you'd be able to file a missing package report. Assure your customer you are going to take care of them and offer a full refund by x date, should the package not arrive, Also let the customer know that you will file a report with USPS so they might be hearing from the authorities about the case (also good in case any buyer is tempted to lie).

Hopefully the package will be delivered soon before this escalates. Good luck!

[naturegirl22]

Thanks, everyone. I'll contact the USPS and see what develops!

[Former_Member]

I know I purchased a necklace from Australia on Dec 12th and didn't get it until January 5th. So it for sure takes time. I don't think people realize customs sucks!

[Former_Member]

If you can prove you sent it to the zip code they gave you on Etsy, they will close your case. I use Shipstation, so all my labels are in pdf form, so I could easily save and send to Etsy.

[Former_Member]

I usually wait three weeks to a month shipping from Canada to the US and then I offer a refund. So far they all show up it just takes a while in some cases.

[WilliamsGiftshop]

We are not allowed to discuss specific transactions in the public forums.

[Former_Member]

I think it will still arrive. Check to make sure the address you sent the item to is the correct one. Items can also be held for quite a few days in customs.

Keep all your communications between you and your customer. Don't do a refund unless the customer will communicate with you. Report this case to Etsy if the customer is unwilling to work with you. I don't know if they can do anything about it, but perhaps they can get rid of the negative feedback if you prove you've tried to communicate and the customer hasn't.

[Former_Member]

Hey all, i am closing this thread.

Please do not discuss the details of a transaction or specific member without their permission.

To read more about our team guidelines, read here:
https://www.etsy.com/teams/5002/etsy-success/discuss/11263210/

Thanks!
-Kimm