Difficult customer

[Former_Member]

Help please =~(
I have a customer whose item has not arrived to Canada. I have tracked the package and it states it was in Miami on 1-30. I have offered a refund, apology, etc. This also keep in mind was a $5.00 item as well as was informed after I packaged it they wanted it gift wrapped. I went ahead repackaged it and gift wrapped as asked. Before shipping I asked for shipping confirmationon on the address and how they wanted it wrapped. (birthday, shower, etc?)After 2 days no answer and so I wrapped it and sent to the address here on Etsy. Now I get emails about how unhappy they are, can't believe how long it's taking, where is the package, etc. BTW I already left postive feedback for them. Any advice? This feedback thing seems unfair for us sellers. It seems there is no way to clam her no matter how much sugar I put on it it's not going down well and I don't want negative feedback. I feel it's coming~A little Stressed~ Theresa

[SassiChic]

wow. sorry you have to go through this. Are there no updates after Miami? seems a little odd - maybe it's stuck in customs - who knows. Regardless, that is not your fault, and they are over-reacting. Question, did you send it to the address they wanted? What is the 'address here on Etsy.'

[Former_Member]

Oh that sounds like a nightmare! Is there anyway to tell where the package is now? I know they are our neighbors to the north but I would imagine it might take a little longer for it to arrive since it has to go through customs and all.

I do know from some ebay experience that some buyers seem almost out to get the seller. I would track the package, provide the info to the buyer and just send a professional calm message explaining the situation and asking her how she would like the matter resolved. If she cant be placated then you have done everything you can and there isnt much else to do, I guess.

I would review your policies as well and make sure they are clear as to your shipping methods, communications etc.

I feel your pain though. It makes me somewhat nervous being in a custom business that if a customer wants to make waves, they will.

Good luck and let us know how it works out

[Former_Member]

How long has it been since you shipped? Shipping to Canada can easily take 2-3 weeks. There will be no tracking once it leaves the U.S. and things can sometimes get held up on customs.

For a $5 item, I would just continue to apologize and offer a refund. Good luck!

[Former_Member]

Thank you so much! No updates and I too told them it was held up in customs most likely. The address was the one Etsy has through paypal when someone buys or sells. I asked her to confirm it as I do with international buys as well as expensive items. She said she needed it quickly for a gift and never responded to my emails until today. So I shipped to the address listed on her account.

[Former_Member]

Thank you everyone. I shipped out 1-23 which has been 9 business days. I sent her all the emails and communications very calm and professional without "re-acting" to her outbursts. I explained customs, and the fact it was shipped to Canada which would take more time than in the U.S. I offered to do whatever she felt to resolve it but no reply since my last email.

[Former_Member]

It sounds like you've done all you can.

As a seller, once the item is shipped it's out of your hands. So, relax. Don't let this one ruin your day.

[Former_Member]

@ andi I have in my policies re: shipping but don't think many people read the policies. I have since began adding a note about shipping to my lisitings but having so many is taking a little time to update them all.

[LittleShopofElleSee]

You're saying that you sent the package on January 30th? If that's the case, I wouldn't even expect the package to be even close to her yet. I live in Canada, and I never expect a package from the US to arrive earlier than 2 weeks after it's been sent.

A customer asked me last week where their package was, and it had only been a week. I told them that I would expect it to take about 2 weeks for it to arrive, and that if it didn't arrive by today to let me know and we would figure something out.

I think it's quite unfair that she is expecting a package from Miami to be here already. Be as polite as you can, but somehow ask her if she wouldn't mind waiting a bit longer to see if it arrives. Some people can be very rude, and the only way to deal with it is to be as polite as possible, but don't forget to stick with your policies...especially if you state that it's going to take 2-3 weeks for a package to arrive.

[Former_Member]

thanks Donna I know just aggravating to say the least. I will try to stay positive and maybe it will arrive today =D

[Former_Member]

Thanks everyone! You all are great support!

[Former_Member]

I'm so sorry for you. I can sadly say, after years of selling (outside Esty), some buyers just won't be happy, no matter what you do. I've had customers that had my heart & soul on a plate, I gave them more than they ever wished for (I'm a web designer on my day job), and they still tried to 'get some more' out of the deal. The funny thing is, that when I told them ok, I quit, you'll get a refund and let's call it a day, they didn't want to. They just wanted to complain. The thing is, that it's just 5$! You've spent more than 5$ worth dealing with this customer already. I think the best way for you is to keep apologizing, wait for the package to get there already, and after it gets there inform the customer that you've decided to give them a refund, and they can keep the package as well, because of "all they went through" (oh, dear god, the horror!). Maybe this way you won't get the bad review. Have the best of luck! :)

[Former_Member]

I'm in Canada and it sometimes takes 16 or 17 business days (Canada Post doesn't work on weekends) for something I send to the US to arrive, so it stands to reason that is would take just as long coming the other way.

[Former_Member]

I live in New York and I'm waiting on a Canadian shipment from an Etsy seller that was sent out on January 12th. I think these things just happen with international shipping.

I hope this gets resolved and doesn't result in negative feedback for you. I had to deal with an irrational buyer on here and I bent over backwards, giving a refund (even though it was over my 2 week return date) and I even refunded shipping, plus paid her return shipping even though that's not my policy in the slightest. She didn't bother to give any feedback, and I'm happy it's that and not negative feedback.

I get nervous every time I see it though - I'm just waiting for her to drop the bomb. lol

[Former_Member]

I agree with Michelle L. Sounds like the best way to deal with it.

[Former_Member]

Living in Canada I can tell you it sometimes takes 2-3 weeks for an item to arrive from the U.S. Even though the online postal website says delivered in under 6 days. lol

Some stuff gets held up at customs, slow processing, wrong postal code. The list of possibilities are endless.

A very , very polite email apologizing for the delay along with the tracking number can often help with impatient buyers.

However for $5 it might be worth a refund just to get it off your worry list!

[seemomster]

I would refund and quit worrying about it.

[Former_Member]

for a $5 item i would just refund and wish her luck.

[wildwomanbeads]

Maybe also a good idea to add something to your policies that says how long it takes to get to Canada. That way, if this ever happens to you again, you can point to the policies to show where you have spelled out how long it might take for a package to arrive. From what our Canadian neighbors have said here, there is no such thing as a quick arrival for Canadians buying from the US (and maybe also Americans buying from Canada).

So sorry you have to go through this, but I find there's always something in a bad situation for me to learn, and in this case it seems to be to let your international buyers know ahead of time that you have ABSOLUTELY NO CONTROL over how long it takes for a package to reach them once it has left you and gone to customs.

Breathe. Surrender. I wouldn't refund her now. I'd ask her to wait another week. If it hasn't arrived by then, refund at that time.

[Former_Member]

Ouch. I'm glad I only sell here in the states, that sounds very aggravating.

[Former_Member]

Shipping US to Canada is notorious for long delays. When I get customers from Canada, I always pray that they understand this, and so far they always have. If I ran into an issue like this, I would just issue the refund and ask to be repaid when/ if the item arrives. If you do get paid, all is well, if not,que sera sera....some loss is always part of the bargain as a seller.
Good luck!

[Former_Member]

I sent one to Canada on the 23rd and it isn't there yet, but I'm not worried.

Yet.

[Former_Member]

elise from elisethomas says

"Shipping US to Canada is notorious for long delays. When I get customers from Canada, I always pray that they understand this, and so far they always have."

Yes! We absolutely do understand. We also hold our breath and hope the same courtesy is extended to us when we ship outside our domain.

Whoever said update the sites shipping policies has given very good advice.