Buyer opened a case on my shop and ended up recieving package on time.

[#1]

This morning I woke up to 3 furious messages from one of my buyers. I shipped her item out on Saturday the 2nd and she still hadnt gotten it. Yes, this is a little delayed for first class but i tracked her package and it was sitting in a post office for 3 days in NJ. She immediately opened a case on my shop claiming it got lost in the mail, not to mention left me several ugly messages on how this was my fault. After I gave her a full refund on her item and shipping costs she told me that she still wanted a set and lets wait a few days to see if it gets there. I then, tracked it again 30 min later and TA DAH! its out for delivery today.

I feel like I have been robbed. She just got a free item. Why did she jump to conclusions so quickley? Has this happened to anyone else? Any advice? Im trying not to blow a gasket here!!! I understand she was upset but there was no reason to take action so quickly. If she knew she still wanted a set she should not have DEMANDED a refund so quickly. Ugh, this ruined my day.

Sarah

[Former_Member]

I would wait until she gets the item and see if she intends to keep it or not. If she says she is going to keep it then send her an invoice. I don't think it's right that she gets it for free. That makes no sense. Hopefully she will leave good feedback and do the right thing by paying you instead of keeping it for free. That isn't right. She should pay if she wants it.

[svonburg]

Thanks everyone for all the great advice! Next time I will come here before I rush into it. It is definitely a learning experience. I have already changed my shipping policy. I am going to wait until she gets it and see if she is at least willing to pay for the item itself if she keeps it. I wont charge her the shipping.

[Geminivintagestore]

This has never happened to me on Etsy but I did hand out a few refunds on Ebay for items damaged in the mail (you just cannot ever use enough bubble wrap on vintage china!!). Because I don't charge shipping (I just build it into my price) I control how it's sent. I've begun paying the extra few cents for insurance, if the post office "lost" it, then it becomes between them and the post office. And the extra few cents to send using Etsy so they get their tracking number, I love that. The extra money is well worth peace of mind. Sounds like your buyer is really good at scamming. Just don't get rattled next time, scammers love to use this to their advantage. And, if you haven't already, you can leave a polite warning on their feedback. That's what it is there for, after all.

[PiecesOfMePaperCraft]

@Christine, the buyer's feedback can't be seen by anyone but the buyer. Leaving a warning does no good.

If this buyer was in such a hurry she should have ordered sooner. I have this stated in my shipping policies:

THE SHIPPING TIMES QUOTED ARE ESTIMATES and are beyond my control once the package has entered the postal system. If you require faster shipping, please contact me via the Etsy convo system before purchasing and I can give you a quote for priority shipping.

[svonburg]

Thank you. I need to work a little more on my shipping policies. Trying to make it so this doesnt happen again.

[Former_Member]

I recently felt 'played' as well recently with a buyer. Yes-I dislike the negative angry emails-it can ruin your morning! You are not alone.

I am sorry this happened to you and know how you feel. All I can say is this kind of issue can teach you a great deal and recently I have learned alot, costly but better long term.

I do hope your situation turns out positive in some way. Some great advice here!

[Former_Member]

Wow, that is harsh, did she not have the tracking number?