Buyer problems

[philosophias]

I have a buyer who sent me a convo saying that she has problems with her postal service. She says that she has not been getting packages lately. She asked me to send her a whole new item to replace the one that got lost in the mail. I have never had to open a case before but I am wondering what you have done in the past with problems like this? If she has been having mail service problems then she shouldn't have been taking a risk like this and expecting me to compensate. She also ordered my last bracelet so I don't have another to send her... Does anyone have any advice? Thanks in advance for yor input.

[Former_Member]

Did you get tracking? Unfortunately the only way I can see to solve this is to refund her, cut your losses and learn from the situation. Selling online poses these types of risks; that sucks, I'm sorry.

[PiecesOfMePaperCraft]

I would ask her to contact her local post office and see if they can locate the package. If it was sent with delivery confirmation there should be tracking info for them to follow. I wouldn't offer a replacement or refund until that's done, then go from there. And in the future, especially with your higher priced items, I'd add insurance to the shipping fees. It only costs a dollar or two tops.

[Former_Member]

She may not have known there were problems until after she ordered. My post office lost me three packages in early July and I had no idea it was going to lose them until packages that had been mailed later than those started arriving and those three were nowhere in sight. It's like their reliability went on vacation or something. (I do wonder if their reliability can be traced to a single person who went on vacation, honestly, and if so I would like to know who it is so I can avoid getting things sent to me when they're not in.) These were trades so I didn't request that packages be resent (though two were), but if they'd been sales, I probably would have, and I would have expected the seller - especially someone with 800+ sales who I assume can afford to replace a lost item - to do it. If you don't have that specific bracelet, you could ask her to pick something else from what you do have in stock?

I mean, yeah, go through the appropriate channels if you can to make sure the package hasn't been delivered, but I like to assume the best of people and I don't think it's a wrong trait to have. It's not her fault the package was lost, even if she'd been having trouble with her mail service before she ordered. It's her mail service's responsibility to make sure things get to her, and I hate the idea of having to, what, not shop online because some people aren't doing their job right? Gosh.

[CarolBradley]

Too bad she did not tell you ahead of time. You could have put "signature required" on the package to make sure it was delivered only to her. I'm going to convo you a question.

[philosophias]

I sent the package with tracking. I sell on ebay as well and it is their policy that once the package has been confirmed shipped through tracking that it is out of the seller's hands. I know I have had quite a few sales but she said that this happens all the time and she "knew this would happen" and that I will "have to send her another one." If she knew this would happen then is it really my responsibility? I will ask her to call the post office.

[SnarkFactory]

I wouldn't send her a new one. Sure, this isn't the customer's fault, but does that mean it's supposed to be yours?

She needs to channel her anger and frustration with the USPS otherwise you sending her new stuff could perpetuate a problem that is unacceptable.

[CarolBradley]

It would be interesting to find out how Etsy's seller protection works in this kind of situation. From what I read (when I was in this boat), the buyer would have to open a case with Etsy and you will be 'protected' if you have tracking that shows you mailed it and it was delivered. I wonder if the buyer can still leave a big negative feedback, though?

[CarolBradley]

Both you and the buyer can contact the USPS at 1-800--ASK-USPS. The phone staff will send a message to the appropriate local post office and someone from the post office will call you.

In my case, the PO employee said he would check with the carrier and call me back. He never called me back.

[SnarkFactory]

Carol,
I tried calling that number before when a customer contacted me because she "accidentally" (really? if only we could all be so fortunate :P) left the country on a whim and all her mail during that time got sent back. I was on the phone for 15 minutes and the prompt service kept sending me in circles! Ugh, I was so frustrated. I didn't think that you could find an actual human being answering a phone. Perhaps next time I'll have better luck!

[Former_Member]

Emma, I do not think that it is too much to ask for her to follow up with USPS. Your bracelets aren't $5 pieces of jewelry, so to replace it on a whim would be a big loss to you, so I understand where you are coming from.

Did your USPS tracking say that the package was in fact delivered? I have never understood how a package can just disappear.

I believe first and foremost it is important to be honest with your buyers. Don't accuse him/her of anything. You don't want your buyer to feel like they need to be on the defensive. Just let them know you want to follow up with USPS before replacing the item. I wouldn't want to take a hit, either... regardless of how many sales you have.

[Former_Member]

Definitely call her local post office and validate the package before sending a refund of any sort. You can also inform your buyer to report Stolen packages. I don't have a direct link but you can google USPS stolen packages and there should be one to report stolen packages as it's a crime.

[philosophias]

Here's the deal: the woman said that this happens all the time and she knew it would happen and is expecting me to send her another one. The package was not stolen off her porch, it was lost during transit and has been MIA for 5 days. If she anticipated this she should have told me beforehand. I don't see why I should be help responsible for USPS's mistake especially if this woman knew this would happen.

My real question is if anyone has had any experience with a similar problem and had a buyer open a case to resolve the issue. Ebay in the past has not held me responsible for lost packages. I just want to know what Etsy's policy on lost packages is because ideally I would like to resolve the issue by opening a case.

I just asked her to call the post office.