Advise Needed Refund Or Else

[BZFingers]

In short the situation is that I shipped the item on January 14th.
On March 21st a customer informed me that she didn't get the package. To my suggestion contact the post office I got no answer.
On April 13th I sent her another e-mail asking about it. No answer.
September 19th she sent me a request for a full refund.
I am too late to file a claim: just found out that the filing window is 7 days to 6 months after shipment.
I know, my mistake that I didn't check the status myself, but I thought that if she is not answering the issue is resolved :(

What would you do? I am confused. Thanks in advance for your wisdom :)

[LeedsRadio]

This is the one situation where my advice is to tell her firmly "no."

You tried to help and got no response. Almost all banks (in the US at least) have charge back limits of 120 days or less. PayPal requires a dispute to be open within 45 days.

[BZFingers]

Thanks, Richard.
BTW love your Shop Sections :)
I will do My Favorites too, it gives very human personal touch to a store.

Any more suggestions, friends?

[SageNThymeDesigns]

I think it's pretty reasonable to explain that unfortunately she has waited far too long to receive a refund. Just state the refund policy for the payment processor she used. Now would be a good time to update your shop policies about refunds and timing. Even Target won't take something back this late...

[StuckOnSilver]

Was there tracking and did it confirm delivery?

[BZFingers]

@Joanne
Good point. Thanks.

@Bev
Yes, I have the tracking number for the package, but USPS says:
Your item departed our USPS facility in PHILADELPHIA, PA 19116 on January 30, 2015 at 9:56 pm. The item is currently in transit to the destination.
:(
But as I mentioned I am too late to file a claim: the USPS filing window is 7 days to 6 months after shipment, and it's already 10 months since I shipped the item.

[ItsyBitsyPaperCuts]

Its been far too long and you've tried contacting her. I would absolutely say no.

[Poemstones]

Whose responsibility is it to file a claim with the Post Office?
The customer or the seller?

I always thought that the customer (person who paid for shipping) had to file the claim. Please let me know if anyone has experience in this.

Just got a note from a buyer whose tracking number reports it as delivered last month, within a week of shipment.....he says he did not get it, or it was stolen off his porch. When I told him to contact the post office he implied I should send another item for free....
And he is mad and is threatening poor feedback for my shop. :(

[MariasWorkshop]

Barbara,

I believe in customer service. I want my customers happy. One of my shipments was delayed not long ago. I called the tracking department (there is a phone number to call in the US for this) to check on what was going on. The customer had not contacted me yet, but I contacted them to convey my concern about the delay and told them that I was already investigating. It seemed that my call to the USPS tracking department prompted the finding and delivery of the package, which was stuck somewhere along the way. If I would have found out that my customer needed to do something on her end, I would have conveyed the information and would have helped her as much as possible.

As a customer, I have had two instances in which I did not receive my package. In both instances I notified the seller and they took charge and re-sent, as it was obvious that the items had been lost in transit.

[Poemstones]

I believe in customer satisfaction too, but this item was not lost in transit, it was marked delivered. If he wasn't so rude right off the bat, I would have no problem helping him.

[StuckOnSilver]

Ask the postal service to find and return the item to you.

[MariasWorkshop]

Barbara,

I was not trying to address this particular case. I was just trying to answer the questions at the beginning of your previous post:

"Whose responsibility is it to file a claim with the Post Office?
The customer or the seller?"

I feel the seller should be involved and try to make it as easy as possible for the buyer.

[SageNThymeDesigns]

I have too many orders to keep tabs on the tracking information for each order, so it's really up to the customer to let the shop know (in a timely manner) if there's been a challenge and the item has not been received. When I am notified by a customer that there is a challenge I will always file a 'lost or delayed mail' claim on the order, and I encourage the customer to file as well. If it's an international package that's been lost after departing the US, I cannot file a claim and the customer is the only one who can contact their local postal service in those cases.

Filing a claim usually turns up the package, but if it's been over 6 months then the USPS cannot help (for good reason). If this was my customer I would, very politely, let them know everything that you've done on their behalf and what you've learned about the timing restraints. There is a reason that the USPS, Paypal and Etsy cannot help if it's been over 6 months. If this was really important, the customer could have contacted you for assistance at any point within a reasonable time frame and I'm sure you would have offer to help.

You cannot file a lost mail claim or issue a refund- and they cannot leave a review or file a complaint with their payment processor. The case seems closed to me.

[MariasWorkshop]

BZFingers,

you may want to try calling your local USPS office, or USPS 1-800-222-1811 to track your package or obtain information. Yes, the latter is a computerized service, but if you press "0" repeatedly, with luck, you may skip all the pre-recorded nonsense and get transferred to a real person in customer service. That is what I did a few months back. If they do not have an answer for you, maybe they can tell you who to call to track your package.

[LeedsRadio]

Maria -

The people at the 800-222-1811 number are actually not USPS employees. They work for a contractor. Whatever information they give you is taken from the USPS.com website. They simply key in whatever information you give them, but you can do that yourself.

Those people are, for the most part, woefully ignorant of USPS services fine print and details. I once called them because the "special drawing rights" on an electronically generated international label were out of line with the declared value. It was like talking to a bunch of 6 year olds.

I have great respect for the people who move the mail and staff the windows with the USPS. The big problem is the void between them and Postmaster General at L'Enfant Plaza in DC. If you have a complaint with USPS and run out of room the 800 number your only solution is to WRITE a letter to the Post Master General and send it snail mail.

There is no email address!!!! No online forms. No intermediaries of any note with muscle that can make a decision or enforce policy.

To show how ridiculous USPS managements ideas are, did you know that if you have an electronic international label that you want to file a claim against, that you have to call the 800 number and tell them, over the phone the information, despite the fact that they have access to the E label!!!

And BTW the clerks @ the 800 number who do domestic, don't do international.

[MariasWorkshop]

Thanks Richard, duly noted.

[BZFingers]

Wow! Seems that this is very hot issue.

Thanks Maria and Richard,
Plus to what Richard said I am not in US. I am in Israel.

With all your help I wrote the following to my customer (see below). I think she should make a little effort on her side too to look for the package, not just requesting from me full refund.
I also believe that the customer satisfaction is important and ready to give her 50% refund, but after she is done with the USPS on her side.
:)

Here is the letter:

Dear E...,
I am very surprised to hearing from you now after you didn't respond to my e-mails in March and April. I was sure that the issue was resolved.
Due to lack of communication on your side I cannot issue a full refund after such long period of time. I am too late to file a claim as a sender: the USPS filing window is 7 days to 6 months after shipment, and it's already 10 months since I shipped the item. Also PayPal requires a dispute to be open within 45 days.

I cannot be fully responsible for the postal service failure. I completed and shipped the order on time and the package left the country.

So, I am kindly asking you to submit a request and check the status of your package through USPS site as a recipient:
https://prd2faq.usps.com/faq/iq/usps/request.do?forward=emailUs

or give them a call. Use information about your package provided below. Also, ask for help at your local post office.
...
Please, keep me informed. I am ready for further discussion after you receive an answer from USPS.
Thanks,
Best,
Elena

[Poemstones]

Thanks for the link to the Post Office, Elena. I will keep that on hand.
I didn't realize that the sender could file a claim so I will look into that.

I sure hope this resolves for you, for now I know the stress that one feels when one has the best intentions and they are put to the test by a certain customer. (over 2000 sales of happy customers until now.)

In my case, I refunded the man's money in full (although the tracking number showed it was delivered.)

~ By refunding the order, I am allowed to CANCEL the order, and by cancelling the order, he has no choice of leaving feedback. ~
And because he was mean, I didn't want to deal with him again and make a replacement. I am willing to take the loss for the sake of peace of mind.

I have heard so many kind words from people that I can't let one strangely negative person get to me.
I'm trying to follow my own advice and "Cultivate Kindness".

Best wishes to all fellow Etsians for super sales this coming Holiday season, and no customer complaints!

[BZFingers]

Amen
:)
Thanks, Barbara