Mexico Package lost by USPS- advice?

[SodaCitySewing]

I can't figure out what to do. I mailed 5 dresses ($247) to Mexico USPS Priority Mail. The tracking shows they left Miami, then stops. The buyer says she never got them. This was April 2 when they were mailed (3 months ago). She said the last time this happened, the seller just refunded her.

USPS says Mexico is not a guarnanteed country so the priority mail promises (6-10 days) dont apply. (How one would know this, I can't tell you!). They also say there is nothing they can or will do bc Mexico lost the package not them.

I am feeling a little helpless and possibly scammed here. What do you think? Should I refund her? Is this a scam? How to prevent this in the future?

Those that have been there, help! Thanks!

[PoetryUnspoken]

So sorry this happened Bayne. I can't tell you what to do, but ask some things that may helpyou make a decision. Have you considered what is financially less loss for you, to refund or to re-mail, this time with insurance or through a global carrier such as UPS? Maybe ask the buyer to cover the upgraded shipping?
USPS does not track packages once they leave the US, and in some cases packages have been lost or stolen before arriving to the addresee, and in some cases adressees feel it's okay to claim for their money back using false information. Can't say what really happened here, but if the buyer says this happened to them before that raises a red flag to me. If they are sincere and honest, they may be willing to pay for shipping insurance, since you have proof that you mailed it in good faith.
Another thing, how did they pay you? Paypal covers buyers. I believe for 45 days. Did buyer just report the unreceived package recently? If so, why did buyer wait so long?
What recourse does buyer have against you? What are your store policies, do you refund or only exchange? And again, what are you more willing to do, what is better for your business?

[SodaCitySewing]

That's what I thought about the part about it happening before. And she's only been on etsy since 2 weeks before ordering this, so it almost makes me wonder if she had to get a new etsy account.

If it were $40 I would have refunded her and moved on, but the $250 makes me really pause. I dont want to sew for her again, because I would worry she could claim she didn't get them again.

She contacted me about 3 weeks ago and I sent her a link to a spanish website I couldn't read that the USPS had given me. I'd asked her to see if she could track it from there.

I will certainly insure, or send another method next time it's a large order like that out of the country. I thought priority was a safe bet but now I know there are some countries that it doesn't work for.

In general I am eager to refund most people if anything remotely goes wrong. Something just feels off with this situation, and with the large dollar value.

Do you typically use UPS for all out of country packages? If you insure, do you do that through the carrier or a 3rd party?

[weekendjewelry1]

I use stamps.com for international packages (USPS) - and buy insurance through them. I've only had to make a couple of claims to them and they've been terrific about it. In those cases, tthe customer did have to certify in writing that she didn't receive the package.

That won't help with this case, but it might be something to keep in mind in future. The insurance is definitely worth it - if the customer is willing to say in writing that they didn't receive a package.

I'm sorry, I wish I had some advice in this case!

[PoetryUnspoken]

What length of time is reasonable for such claims at your shop?
Etsy's direct checkout uses U-pic insurance, a list of excluded countries is available here http://delta.u-pic.com/FAQ.aspx - notice Mexico is not excluded.

[Former_Member]

If the customer hasn't received the items, then you can either refund for the full amount including shipping or remake the items and send them again.

When the customer created their Etsy account really doesn't matter at all.

USPS only offers delivery confirmation to specific countries (you can see the full list at usps.com)

I don't think its a scam at all. Mexico post is notorious for having things stolen or delayed in arriving.

You can send the package USPS 1st class international if its less than 4 lbs rather than Priority mail.

But if you do resend, I would insure the package for its full value.

If you use UPS or FedEx, your customer may have to pay additional brokerage fees in order to claim the package so that's something to consider as well.

[laurastark]

Like CROCHETGAL said, you can refund them or remake.

I have had missing international packages a few times. But the customer always wanted the item resent, never a refund. 99% of the time, I remake the item and resend. Most of the time the original package will come back to me. Once a package showed up 6 months later...

You have to assess your time and cost. Good luck.

[maydaylabels]

If you have proof of shipping, neither Etsy nor paypal will require you to refund, I think.

I had a sister-in-law who lived in Mexico for a while, and she told me not to send her anything of value while she was there. The postal service is not reliable.

We self-insure for most packages, but we also purchase insurance for large orders, just because I couldn't stomach making them again without being paid :) We've never had a large order to Mexico, and our things are not the kind of things anyone would want to steal, so we've been fairly lucky with overseas shipping.