Need some advice

[Former_Member]

Hi folks I need some help. I sent and item from the UK to USA it was on the 30th November however the customer has not received it.
It was sent normal post so no tracking. I do offer shipping upgrades but the customer chose not to take this up.
My policies clearly state that I can't be held responsible for items lost in the post and that I always retain proof of postage which I have shown the customer. What do I do? Stick to my policies or offer a refund? Or offer to send another item but he has to pay extra shipping ?

[heartsabustin]

This time of year, it can take 4 - 6 weeks for a package to come from the UK. If I were going to order something for Christmas from there, I would have ordered it long before November 30. Right now, I'd wait.

[Former_Member]

Thanks Erin. Had no idea it was that long. He says he needs it for January so fingers crossed it still gets there.

[Former_Member]

If you both decide on a refund i´d wait until he either gets it (you might have to wait some more) and returns it to you or until you can be sure it´s lost (that would for me be after something like 2 - 3 months)

[CozyDawg]

Yea, I've have items take up to two months to be delivered over seas. Usually they get there in 1-2 weeks, but every now and then there is an exception. I would not refund just yet.

[Former_Member]

It's way too soon to talk refund. If you sent it Nov 30th, it could still be in transit. I ordered something from UK that shipped 11/26 and I got it last week (UK to east coast US).

[IlzesCreations]

Seller is responsible for lost or damaged items because of PO bad service. Seller is responsible to choose best option how to deliver purchased items. If not sure then there should be tracking number included or even some insurance for package. Would you like to purchase something, then items would get lost somewhere in a way not because of your fault... money paid, no item and no sellers responsibility about it?
Usually international shipping with regular post takes from 10 to 20 days, very rarely up to 40 days. At least from and to my country. I guess you don't even have that specific maximum delivery time in your policies - only mentioned aim about 5-10 days. If you promised 10 day delivery then you should refund or offer replacement if package is not delivered within that time (tho if there is no tracking information you will need to trust your customer about it). First ask your customer to wait few days more, see if he/she will agree.

[Former_Member]

Tracking is for covering your tail....not the buyers. Bit of your job is getting it To them safely. If they go to pp or etsy file a dispute and go NOPE never got it, etsy and pp will go ok tracking prove you sent it. If you say well...the buyer didnt pay for it etc above. They will refund them, thats just the end of the story.
Though confused shouldnt you have at least a customs code? Something? Least see if it's hit the US?

But Do agree with the above its still a bit early to panic on this one.

[Former_Member]

@ilze i do state that the parcel aims to get to the host country within 5-10 days as this is what our postal company tell us. After this its up to the host country on how fast they process the item through customs and then through their own postal systems. again this is what our postal service in the UK tell us i have no control over this.
I dont promise anything with regards to shipping as i cant control this factor.
tracking to outside of the UK is VERY high i do put the option there if the customer would like to take it up, I have offered it as standard before but as shipping was way too high i got no sales. the moment shipping came down i got sales again.

@breanna I always have proof of item sent which covers me as proof that i have sent the said item. (Which i have and supplied the customer with ) but again here in the UK we dont have a customs code or anything that we use for overseas posting. unless the parcel is a huge parcel which none of mine are.

[mirrymirry]

Hi frey. 75% of my sales go overseas & no one ever chooses to pay the extra for tracking.
Ive had several parcels take up to 6 weeks to reach the US. If the item isn't received by then, i offer a replacement or refund & claim from Royal Mail ( if i feel it's worth it, sometimes i just forget about the whole thing ),. Good luck :)

[PatsysPressedFlowers]

I had a similar situation, sent an order from here, US to Canada. It was odd, as it was the fastest sale I ever had and I shipped the same day. Customer still did not have it a month later, but she had made comments about their mail messing up.
Never the less she got very upset and asked "what are you going to do about it." I decided to offer re sending item, but she only wanted her money back.
Even though this mess was not my fault I decided to refund. Only $20 so was not a huge loss.
Well, over a week later she emailed, got her package and asked for billing invoice, with a kind apology.
Even if she had not gotten her item, peace of mind for me plus avoiding bad press from unhappy customer is more important and frankly part of being in business.
Throughout whole ordeal I kept in contact with my customer and in the end we were both happy.
I