Credit an item?

[Former_Member]

Hello! I've had an issue and was wondering if any other sellers had this problem. I shipped an item to a customer, and she reported to me it didn't arrive. I sent another one, and it didn't arrive. Now, she would like another one but would like me to credit a third try - after she asked me to send another pinback button and insure the button.

Perhaps I'm just tired from a long day, but what does credit mean? Just me paying for another one?

Please let me know what you think - I've also offered her a refund when the first one didn't arrive, and the second one. Thank you!

[JustForGiggles]

Haven't a clue. But did you use/do you use confirmation when you sent things out?

[Former_Member]

Yes - I use PayPal which includes tracking and it says it was delivered. :)

[JustForGiggles]

If you do send this person another item, use the usps confirmation with the signature. She CAN't have it until she puts her John Doe on the line to say that they put it in her hand.

I think this person, if they're here in the States is toying with you :~/

[Former_Member]

I'm getting a bad vibe too... One not arriving- had it happen, benefit of a doubt. Two not arriving and still asking for another?!? Mmmm don't think so. Definitely tell her that you'll send a third with signature confirmation and make sure she's aware of what that means for her. I would also be charging her shipping on this third one.

[PiecesOfMePaperCraft]

Wanda M from JustForGiggles says

I think this person, if they're here in the States is toying with you :~/

_________________________________

I agree. This all sounds very fishy to me. If delivery confirmation says it was delivered, I'd make a phone call to her local post office to find out where the package could be. Don't play into her game of replacing items over and over. I don't understand the part about "crediting a third try." What exactly does that mean??

[Former_Member]

Yeah - thank you for the idea. :)

[Former_Member]

Uh... I think she's scamming you. One not arriving could be just a fluke... two not arriving means she's stealing from you. I'd report her to Etsy and stop dealing with her before she moves on to try to steal from someone else.

[Former_Member]

I've heard about this tactic but haven't had a reason to use it. Let her know that mail theft is a felony crime, and since someone has been stealing her packages you'll need to report it. You can fill out this form for her (so you know it gets submitted). Just ask for her preferred email and telephone number for the complaint:
https://postalinspectors.uspis.gov/forms/MLNtRcvd.aspx

[Former_Member]

litprints, wow what a great solution,
helpful and professional, any honest customer will appreciate the service, and this likely scammer will leave her alone!
love it

[EmilyMagoneArtist]

litprints - yes, this is genius, thank you for this post! I am still new in the Etsy game, but this is a great resource in case people come upon this in the future!

[Former_Member]

How would you guys report the buyer? She also has an Etsy shop online so I don't want to do damage to her shop but I feel like I'm being scammed. I offered her credit and she went back to buy the same button design (custom) with insurance. She's insisting on the insurance so I'm not sure she even got the other two.

I am going to send her the form to report mail theft - thank you for the link!

[PiecesOfMePaperCraft]

Now that you've disclosed that she's an Etsy seller, you need to end this discussion in the forums. Even though you haven't done any calling out, we're not supposed to discuss transaction details here.

[Former_Member]

Maybe someone is wise to your customer's purchases and is stealing her mail. Without discussing specifics, our mail carrier accidently delivers mail to us that belongs to our neighbors with a very similar address. Well, unfortunately, some of our mail winds up at their house and they're not as honest as we are. One particular package was accidentally delivered there and when someone went to recover it, they denied ever seeing the package. Thankfully, they're not close neighbors and our carrier is extra careful now.

LilPrints- Thanks for that link! I marked the thread to save that info :)