Post from UK to USA taking too long, customer opened case - what do I do?

[Former_Member]

I sold an item on the 8th May and posted it with tracking (with Royal Mail) on the 11th May. It still hasn't arrived! It's going from Cambridge UK to New Orleans USA. The tracking says it's in Chicago, but it's been stuck there for a while.

Is there a postal strike on or something?

The customer sent me a convo on May 26th saying he hadn't received the item. I responded apologizing, giving him the tracking number again, telling him where the item was, and asking him if he felt there was anymore I could do. He didn't respond to the convo.

He's opened a case against me now. I've replied saying I'm not sure if he got my convo, but here's the tracking number, the item appears to be in Chicago, and I'm really sorry it's taken so long, but I would appreciate his patience.

Royal Mail are a reputable UK postal service that ship worldwide. They are normally reliable and said on their site, "Delivery to Europe in 3 to 5 working days. Delivery to the rest of the world in 5 to 7 working days."

Should I refund this guy? I did send it, with tracking to boot.

Can he force a refund?

Can I get a refund from Royal Mail? ... I just looked into this, they say only 25 days after the postal date for the USA. So they have another 9 days to deliver it.

This was a non-replaceable vintage item. In the case, the customer said: "I have contacted both the seller and the post office and still no delivery. Can I have another item re-sent? Or how can we move forward?" Obviously I can't replace the item, and I can't speed up the delivery process from here.

I'm really surprised, this is so bad - I haven't had such a problem with Royal Mail before!

What would you do?

[Former_Member]

I would forward the information from the Royal Mail you got about them having another 9 days. People need to understand that stuff bought overseas can take a long time. I wouldn't be refunding them especially if the tracking information says it's in Chicago. I'm sorry you are going through this! This is why I was hesitant to do international shipping, I only offer it for some of my products. Good luck! Hopefully this resolves soon!

[RomaMiaTradingCo]

While Royal Mail is reputable, customs on the other hand isn't.

Things can caught in customs for about 2-4 weeks I believe. It might STILL be there unfortunately. I'm not sure if there is a way to track it down in customs.

Where did the customer open the case with? Etsy or Paypal? In the case, I would state that it might still be in customs, wait a couple more days to see if it gets unstuck. And say that it can't be replaced cause its vintage. If it hasn't turned up in 30 days, I would request a refund from the Royal Mail than refund the customer.

[Former_Member]

Thanks Nikki, that's helpful advice, I'll inform them of the extra info. It's an etsy case.

[RomaMiaTradingCo]

Oh im glad its an etsy case. Etsy usually sides with the seller.

You might want to put in your policies just as an in case about customs and the possibility of a lag time cause of it. Just to be on the safe side.

[PaperBoundLove]

Hello,
I'm so sorry that happened to you!
Great that you have a tracking number!
I don't think the customer can force a refund at all, since you have the proof of shipping. And hopefully, in your policy, you have statements to protect you. I normally let the customers know that it isn't my fault if the item get delayed or even get lost in the mail.

I have some experience with the Etsy case, mainly because my mails were delayed last year by strikes. Etsy asked for proof of shipping (shipping receipts, tracking number, etc) and they were happy with what I showed them. Good luck and don't worry, it'll be okay! It's much nicer to get customers who communicate and don't resort to opening a case, but yeah..It'll be okay still! (:

- Khin

[Former_Member]

It takes royal mail 3-5 working days to ship to the said country. It is then up to the native postal and customs service as to how fast they process these parcels. I would just explain this to the customer and as them to wait as you have to wait the 25 day period to be able to do anything. some times in the case of old items they take a little longer to check these through customs. if there has been a case of a lot of drug smuggling in a particular manner this too can delay the customs process as they check parcels more thoroughly.
I hope things work out for you soon.

[Flinta]

If it helps, I think there *is* some kind of postal problem in Illinois right now. I live in Illinois (about an hour south of Chicago) and in the last few months I've been having a lot of problem receiving (but not shipping, that I know of) items. My school friends and I were ordering textbooks in late March and most of them took weeks to arrive; I never got mine at all. I have no idea what the nature of the problem could be but I know of more than one case of slow shipping in my state.

[MyElesi]

Except for all the great advices everybody else said i will tell you my story.
I ship from europe to U.S and usually it takes 7-15 days to arrive .Two times it took a month so i e-mail to usps customer service provide them the tracking number .They apologise the next day and the day after that both of my packages magically moved forward in their destination.

So try to message also usps , maybe it is misplaced in the wrong shelf.

Hope everything will work well and since you have tracking no need to worry.

[MobileSuncatchers]

Up date your policies. Indicating that international orders can in rare cases take up to 4 weeks. This will help protect you in the future.
Wish you luck

[Former_Member]

Ahh, yes, the USPS- for whatever reason, our great pony express has aged (or gotten too big for it's britches!) and that pony now seems to be an aged, limping 3 legged donky, not a fast moving pony! Stateside sometimes it's more effective to ship via FedEx or some other service :-) Customs sometimes gets a little....uh.... slow, although I've ordered goodies that arrived within days of shipment, it's just a hit or miss. At least it's not winter, when the mail teases you that it'l be delivered one day, and then suddenly it's evening and the truck went back with your package on it, and the whole process is repeated three times!Q Those are the days I just want to cry...so close, yet so far!!!

[Former_Member]

Hi everyone! Thanks so much for your help. I see - its customs rather than Royal Mail (I' not using USPS as they're not available in the UK). Thanks all! I've updated my policies to include information on shipping times. That's better. I'm not so worried now :)

[FunandBaubles]

Yeah, don't worry. Once the package gets to the US (and past customs), the USPS takes over. And as Nicolette so aptly described it...USPS can leave much to be desired.

[purplewyvernjewels]

Chicago is known to be particularly bad (since the USPS changes) if items need to be routed through there. I had a package with tracking literally sit there for two weeks doing nothing before it continued on it's journey again.

I did end up putting the tracking number in the USPS website and clicking on get email notifications of tracking updates to the package. I don't know whether that helped get it "unstuck" (as in USPS know that someone's particularly interested in the package) but it might be worth giving that a try.

[LeNidDeFleurs]

If you have tracking then that is enough. Etsy can't do anything but side with you.

If they paid through PayPal they may open a case against you, again they won't force a refund because you have tracking.

[RayOfLightJewels]

We've had trouble with post offices this year closing down distribution centers and subsequent delays. I always say packages can take up to 4 weeks. Some sellers even say 6 weeks internationally.

[KiltedWoman]

Here is a convo on forums regarding delays in Chicago.
https://www.etsy.com/teams/7718/questions/discuss/16094950/

[lemontoes]

Most parcels I send to US get there without any problems. I have had two that have taken about 18 days. Both were stuck for some time in Chicago. It is a pain when it happens. I think it is hard for the customer to not see it as your fault. I learnt from the first occasion and made sure that on custom orders I also state, separately from my policies, during early communications that it can occasionally take longer. I repeat this when I post. Customers can still get worried, but I feel that I have prepared them. My smaller stuff I don't worry about as it usually gets there well within the time frame, and I don't send it tracked.