Refund for 'lost' USPS Priority Mail? Not sure it's 'lost', but ot

[PopItWhenShePops]

Well, I've already refunded, because it seems like the 'right' thing to do, but I would really appreciate some feedback on this situation (please).

I operate a stationery shop. I had a client purchase invitations on November 22nd for a December 14th event. She was advised PRIOR to purchase that delivery would be delayed due to the (Thanksgiving) Holiday , and that she would more than likely NOT receive her invitations until approximately December 4th. I even went to the point of asking (in the form of the words being highlighted in an email), "Are you going to be okay with that?". She said yes.

Twenty-two emails later, most of them regarding shipping, I have issued a refund because as of December 5th, she has not received her invitations. I think her emails have just worn me down. I've called the post office on her behalf. I've even spoken with the local postmaster regarding her order. I was told even USPS Priority is not guaranteed, but more than likely she will receive her invitations tomorrow. Things are just slower (as she was advised) during the Holiday Season.

What would you have done? I feel like I advised her before sale (honest-promise, highlighted and obtained her consent), kept my word, kept her advised, shipped when I was supposed to, provided tracking info both via Etsy and through private emails, (remember, there are 22 emails in all!). I've spent a ton of TIME and energy on this sale, paid the print fees out of pocket (I outsource all of my invitation printing. I just don't think you can honestly obtain a professional result from home. Believe me, I've tried!) - So I've not only lost the time invested, but the cost of printing her invitations.

Please advise.

Thanks,
Mae

[Former_Member]

One thing to remember is that Priority Mail does NOT have a guaranteed delivery date but rather an 'estimated delivery date'.

And if I remember correctly, USPS doesn't consider the package to be 'lost' until 30 days after the expected delivery date.

If a customer has to have an item by a specific date, I recommend that they pay the extra for either USPS Guaranteed shipping or either FedEx or UPS.

And one thing to remember too is that 'failure to plan ahead on the part of the customer does not constitute an emergency on your part'.

[WilliamsGiftshop]

For future reference: only take orders for personalized and time-sensitive products at least two months (?) before they are needed. People usually plan weddings far ahead, so most customers won't mind.

[SpangGangDesigns]

You refunded her entire order? No way - given that you were clear about the shipping expectations. If someone requests a guaranteed delivery date, I use upgraded shipping which is guaranteed. Otherwise, they assume the responsibility of taking the risk of the "estimated delivery date". Make sure you clarify any shop policies.

[TheMaineCoonCat]

I'd have checked the tracking number?

[PiecesOfMePaperCraft]

crochetgal from crochetgal says
'failure to plan ahead on the part of the customer does not constitute an emergency on your part'.

I use that motto for both Etsy and my day job!

[Former_Member]

I would have waited until Monday since that is the day the PO said she most likely would receive them.

[Former_Member]

Anytime that you get 22 emails from someone and they are also upset. I think that it might be a good idea at least offer a partial if not total refund. In the long run a bad review could cost you more sales.

[TheRusticHome]

Was there no tracking number on them??

[Former_Member]

Exhausting. These problems we find ourselves in are exhausting. Sometimes I wonder if I'm running a charity instead of a business.

[PopItWhenShePops]

Exhausting, yes. On the nose.

First, I have to say, that somehow I repeated this discussion. There is a nearly identical thread currently running. My apologies for not sooner thanking all of you for input.

Sometimes it's not about who's right or wrong ...

(...though, I was 'right'!, just to be clear, haha and a wink!!!)

I fully refunded an order that I didn't HAVE to. It actually hurt a little. Enough to leave a mark and learn a lesson. I might approach a similar situation differently next time, should I happen to find myself in this place again.

Turns out, her package was delivered two days later than we both were planning on. Which does fall into the category of 'approximate', she had been advised she was cutting it too close. I was dealing with someone's upset more than I was who was right or wrong, and I think I can live with that - even if it made the hair stand up on my back for a few days!

Happy Holidays, all!


To respond to some of the above:
RusticHome, yes. We followed that closely. I sent everything when I said I would, the package was supposed to be delivered 2-day Priority, but that's where there was a problem. I was advised that though they offer a 'delivery date', these dates are not a guarantee (as CrochetGal pointed out above). Her package ended up arriving 2 days later (on the 6th vs. the 4th).

BeaG - My specialty is custom design - most digital designs are delivered (via email) within 24 hours or less. This was a postal issue with delayed delivery. The buyer was advised she was cutting it too close before sale.

Erica S - I'm gonna look into that 'upgraded shipping' option, thanks!

Judy, right?!! {wink}

Natasha - yup. Next time.

I agree, John Austin!

Thanks again, all!