How to Deal...

[Former_Member]

How do I deal with a pushy client?

They placed their order and I shipped it out the same day. Now they are emailing me asking me why their items haven't arrived but it has only been a little over a week and the items are travelling from Northern Northern Canada and going to a Southern State.

What do I say to this client? I want to make the client happy but I can't make something appear overnight.

[Former_Member]

did you put tracking on the package? it is probably held up in customs, and the tracking would tell you and the customer right where it is

[Former_Member]

I've never done tracking myself, but after some of these type of stories I will start.

I'm sure your are responding in a polite way. I would say something like: I know you are eager to receive the item, as I am excited for you too. at this time I wish I could give an exact day of arrival, however it is in transit. please contact me as soon as you receive it. thank you for your understanding.

hope it goes well. an decent person would understand you have no control over it.

[AtelierniShasha]

just always be positive with your responses to them. always. :)

[TouchOfSilver]

When I ship out of the country, I always ask the post office to estimate what the delivery time will be and I pass that along to the customer. It doesn't make it go any faster or guarantee delivery in that timeframe....but at least I feel like I attempt to inform them. And I agree, positive responses with customers go a long way! You couldn't have done it any quicker than you did....so I would feel happy it got your best shot!

[Former_Member]

Thank you guys! That helps alot! <3

[Former_Member]

We shipped our magazine out more than three weeks ago, and people have just started receiving them this week. We've gotten emails every day (we have more than 200 orders) asking where it is - after a number of calls to USPS, they told us that because of the holidays and because of staff cutbacks, they're going as fast as they can. I've just tried to explain the situation and appease especially pushy customers and ask for their patience, as it's such a busy time of the year. For those who last get their issues (almost a month wait - absurd) we're sending them some free items from my shop. It's a little bit of money to make up for a number of customers who may be repeat customers in the future.

[Former_Member]

Oh, also, since it's been so long, technically long enough to be considered "lost", we're going to be filing a claim with USPS for any refunds we'll have to make. It's been a terrible hassle all around.

[AndreaFuentesDesigns]

Just ensure to them that their package should arrive soon. Most carriers can offer you an estimated day by which your package should arrive. Be as helpful as you can!

They might be worried that their item won't get there before the holidays.

[Former_Member]

That's odd... All my items have been arriving within two to three days... The longest has been four days. I use USPS priority mail. Then again, all my orders are within the U.S (thank goodness!), however, now I'm horrified because I have a huge (15 item bulk) sale that's all the way over in England.... I'm going to do everything I can to make sure that package is shipped safely.

Insurance
Delivery confirmation
Lots of tape ;) .

[Nbeads]

Send customers tracking number,then they can check orders at any time.

[Former_Member]

HI there, I'm Canadian and US buyers are used to way quicker shipping then we could ever provide. That means you'll get these emails from time to time.

here's my answer (after prompt shipping and a shipping notification without a tracking number):


Hi there,
So sorry you haven't received your package yet, they should arrive soon.

As outlined in my shop policies shipping to the US typically takes 2-4 weeks. http://www.etsy.com/shop/cubits/policy

Although its usually not that long, I cannot consider it late until after (4 weeks later). Could you let me know if the package has not arrived by then and I'll be happy to come up with a solution.

[Former_Member]

I find the process and delivery of mail a game of chance. I have made a few purchases this month and I received a package from Canada to Floida in 6 days but a package from Texas to Florida to take 8 days. Its a mystery to me. Patience is the name of the game at this time of year.