Customer Harassment! Help!

[Former_Member]

So I shipped an order out over a month ago and the tracking says a notice was left and shows a status as delivered. The customer claims they never got anything and they are sending me harassing emails to send them a refund. I actually sold off my materials, patterns and machines a few weeks ago because I wanted to focus on something else. So I don't even have the supplies to remake the order. I do not want to have to send a refund because I did my part! Any advice????

[PotteryLodge]

If the status shows it was delivered, then I would ask the customer to check her local postal office for any packages, as sometimes when a failed delivery occurs, the postal office will hold the package for a short time. Tell the customer that the delivery status shows a delivery was attempted on "XX" and a notice was left by the postal service.

Most people would say that as a seller, it is our responsibility to ensure that the customer actually receives their package, however being that your tracking shows a delivery was attempted and a notice was left, then it's likely it was stored at the nearest post office or if the customer lives at an apartment complex the package could be in the main office.

You can report the harassing messages to etsy, however Etsy will ask that you first send a message to the customer that says "Please do not contact me any further". Once you have messaged the customer that, if they continue to send you harassing messages then Etsy will usually step in. Just forward all the messages to Etsy at that point.

[Former_Member]

I agree with Casi

I had a case where as a customer package was lost and it was never entered into the postal system when I took it to the nearest location. I reshipped the item and instead of going into a location I printed a shipping label online from usps.com and gave it to the mail man.

The tracking receipt from the post office and the tracking # that shows when you print from USPS look different however they serve the same purpose.

The buyer sent me nasty messages and left negative feedback that I was a liar and never shipped any items the first time. She got the second order and because in her mind I cheated her she tossed the reshipped items in the trash. Instead of using her intelligence she responded with emotions/feelings.

[Former_Member]

Tossed her second order in the trash?! WTF...That reminds me of a time I was working at Dunkin' Donuts in college and screwed up this lady's coffee. She came flying back into the drive-thru line and threw her remade order at the wall below me! People who destroy the things they pay for are insane!!!

I had an international shipping issue to Canada once and lost a PayPal dispute over $30. It's so much easier to prove you're not a liar (lol again, people are crazy sometimes) when it's a domestic order.