Lost package, did I do the right thing?

[Former_Member]

Hi! On July 28th I sent a Package to the UK and it hasn`t arrived to the UK Postal Office yet. I called to the post office and they told me it has been lost on its way to the destination country, and that they can inform me what happen and give me a solution not before 30 days.
The worst thing is my customer needs this package for September, so I offered her to send a new one next week.
Is this the correct thing to do? I never thought of refound her, but prefer to send a new one, so she can get what she purchased no matter what. The problem Is this time I have to afford the materials, time used in production and shipping!
Usualy what would you do on this kind of situation?

[FrenchLaundryMuse]

I would offer both solutions and comply with the customers wishes.
1. A refund.
2. Replacement

Customers are usually very understanding if you communicate with them in a timely manner.

You've done the correct thing. Don't worry.

shawn

[SpangGangDesigns]

July 28th was only 3 weeks ago. Possibly it needs more time

[Former_Member]

thanks for the advices!

[OneFairfaxRoad]

How was it shipped... do you have tracking in Chile? I only ship international packages via USPS Priority so I can track the package. I'm with Erica ... the package is probably on its way. Suggest waiting at least a week to see if your customer receives it.

[Former_Member]

First of all, the package has only been in transit for about 3 weeks. That's barely enough time for it to get to many destinations. And most post offices won't even consider it to be 'lost' until after at least 30 days.

Did the customer tell you that they needed the package by a certain date when they made the purchase? If not, then why the rush now after its been sent when you cannot do anything at all about it?

If you send another package and they need it by September, how are you going to get it there in time? September 1st is only 10 days away and if the 1st package is still in transit, why send another?

Personally I inform all my international customers that packages can take easily a month to arrive.

If the package is going to the UK, is it possible that its sitting in the UK customs office waiting for he customer to pay the duty and taxes?? The UK has a very low import threshhold (I think its around $25USD) before taxes must be paid on packages. So you may want to have your customer check with the customs agent as well.

[Former_Member]

Hello Valentina,

I'm from Brazil and my orders take 20 business days in average to arrive to Europe. If you have the tracking number you may check it.