Client problem, please help!

[Former_Member]

Hi, I have a problem with a client.

She bought an item and the item got lost in the mail. I totally understand her but It is not my fault either. So she called the credit card company to cancel the purchase.

What should I do?

Tanks in advanced

[SageNThymeDesigns]

I would start by filing a 'lost mail claim' on behalf of your customer. If you had insurance or shipped Priority Mail then you can file an insurance claim. If you printed the shipping label through Etsy then you will have a tracking number, which will show up in the order record.

I've shipped well over 4000 items with the USPS and only one ever was truly 'lost', some place in the Canada customs. I have not ever had a US package that was truly lost.

If your customer paid through Direct Checkout via Etsy (as opposed to Paypal) then Etsy will help you with the charge back (what happens when someone asks their credit card to cancel the sale). If you do not have a tracking # then there is nothing that can be done and you will probably need to refund the customer or let the CC company take the funds. I would update your policies with regard to this situation. If you refund the case without filing claims, etc, then your case is closed.

[Former_Member]

I'm so sorry! That is so frustrating. Joanne has some great advice. I hope it all works out for both of you

[Former_Member]

Thank you so much for your advice.

It is so frustrating indeed.

I only have a receipt to prove the shipping with a number that can not be used for tracking pourposes.

Thanks again

[OneFairfaxRoad]

I'm sorry this happened to you.

Your shop policies state that if something gets lost in the mail it won't be the responsibility of your shop. I think that may hinder people from purchasing from your shop.

I notice your shop is in Nicaragua, is it possible to purchase insurance on the items you sell? Then you would be able to offer future customers more assurance that you will refund them if the post office loses the package.