Need help. item arrived broken

[Former_Member]

I'm really sad. I finally made my first two sales and both have gone wrong.

One has been shipped on the 28th of November and hasn't arrived yet. Customer hasn't complained but I feel bad for it since it is a Christmas decor. Should I say something to her?

The second one has arrived broken, and this I feel is my fault, I guess I should have packaged differently. I'm not sure how it works, if paypal covers for this, but anyway I feel responsible.
Should I offer a refund or send the item again, although they are Christmas decorations also, and will for sure arrive too late.

How can I make up for my customer? Can you advice please?
Thank you,
Andreia

[FantasyFairyTaleArt]

Hello,

Hope I can help a bit. =)

For the first item... Did you put delivery comfirmation or a tracking number on the package? If you did, check the status. If not, next time you really should. This will save and help you in the long run. This is a busy time of the year and the mail can be slower. I have had packages mail out and not arrive for 2 weeks. I always use delivery com. so I have a tracking number. Keep in contact with the customer ALWAYS because this is how you get a good reputation. Tell her you're sorry that the shipping is taking so long. Give her the shipping date, if you already haven't. It will arrive sooner or later, but always keep good customer service.

For the second item... If it was breakable, how did you package it? When shipping, always put fragile on the outer envelope. Not that it will prevent the item breaking, but it may help a little. Packages are not handled with care. Not that I am putting blame on the post office or whichever method you mailed it, but you must keep this in mind. =)
I once had a glass frame shatter for a piece going to a gallery. It scratched the painting inside and I had to drive to the gallery and fix the painting before the show opening. My fault for not using more foam and bubble wrap.

Anyways.. This is a hard one. Some artists say they are not responsible for damaged items, some say 100% satisfaction.

If it was me, I would offer to send her a new one and double package it. If she does not want a new item, then offer her a refund. I always offer this, but I require them to send me the item back.

Now if she was the one to damage it, that would not be your fault and no refund would be required.

I hope this helps. Sorry this happened to you. Learn from this and keep creating.

Julia

[Former_Member]

I'd definitely replace the item/refund if the customer wants.

[TheSalvagedEdge]

I would do whatever the customer wants, refund, replace, etc. but always make sure to keep in touch with the customer and let them know that you want to solve the problem in the best and fastest way possible. Good customer service can make or break a business.

And yes, delivery confirmation is a must.
Also, I shake and push on the package to test it before I send. Make sure fragile items don't move and are layered by protection as much as they need to be plus some.

[Former_Member]

I'm not sure where you mailed your first item to, but I notice that you're shipping from Portugal. You always need to remember that items go through Customs and they can hold them up for a long time. I've shipped items out of country that have taken 6 weeks or longer to arrive...simply because Customs sits on them.

And I agree with everyone, if something breaks, you do everything in your power to make the customer happy. Offer them the choice of a refund or replacement.

Good luck!

[Former_Member]

I remember second guessing the packaging, so I believe it is my fault i havent packaged safer. I've sent convo to the buyer asking if she prefers a refund or a new item.

I have a tracking code for the item that hasn't arrived, it says 'shipped' and no more. I'll message the buyer as you adviced Julia.

Thank you both, I feel a little better now, everything has a solution :)

[Former_Member]

Yes Marie, I need to package more carefully. Lesson learned!

Marcia, I do ship from Portugal, I've spoken to friends from Portugal and they warned me about customs. That makes it hard to give a time prediction on delivery!

[Former_Member]

I just looked at your policies. It looks like you offer to do exchanges on items people aren't happy with. I have a similar policy in my shop, but only for items that break during shipping. Since you've admitted you didn't pack it very well, I definitely think you should provide them with a new item. Perhaps you could ask if they'd like another Christmas item or something else of equal value. This could be a good time to tighten up your policies a bit. I hope your future sales go better - your items are very cute!

[Former_Member]

Thank you Sara :)

I've already refunded. The buyer stated that it wouldn't arrive before Christmas and since I feel I could have done a better job packaging I didn't refuted and refunded right away.

I must do better next time. This was a big lesson, I though I was doing everything right...

[Former_Member]

oooh, big lesson here. So sorry this happened.

[BlueDaisySky]

It always sucks to learn lessons but it seems like you have a great attitude about it.