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

[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 this?". 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'm getting emails day and night. 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 that though USPS Priority is not guaranteed, 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 there's nothing else that I could have done. 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, (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 also the cost of printing her invitations.

On the flip side, and I guess this is all that really matters, if they are LOST (a day late?), I wouldn't be happy either, and I would expect some kind of refund. After all, I (hypothetically) wouldn't have received something I paid for. Right? Is this just something we have to take as part of the territory with owning our own business?

Please advise.

Thanks,
Mae

[CopperLeafStudios]

what does the tracking info say? I would tell her that you will look into it, and see where it is. You can usually tell if it is just running a day late, or truly lost in the system. I would also verify her address with the label you purchased to make sure there were no discrepancies that would have caused it to get delayed.

[PopItWhenShePops]

Well, the tracking info says, 'Scheduled for delivery on December 4th' - which is the part that gets us. The postmaster further commented that this is not a guarantee.

To add to this, the tracking info also says Baltimore - not XXX (her destination which is not Bmore, haha). Also explained by the postmaster that this is not unusual, give it more time.

But, because she is already down to the wire with these invitations, every day seems too long to wait (for her). And, rightly so. I did say approximately December 4th, which has come and gone.

Thanks, Chris!

[MyDistinctDesigns]

Priority mail is insured automatically. You may be able to get reimbursed by the PO if it is truly lost.

[PiecesOfMePaperCraft]

This doesn't help your issue, but why on earth did she wait until the last minute to order custom invitations, especially during the busiest mailing time of the year!

I wouldn't have refunded. You did your part by shipping on time, you provided tracking info that stated the scheduled delivery was Dec. 4th. You said you told her "approximately Dec. 4th," which doesn't mean it's guaranteed. Once it entered the postal system it's no longer under your control. I would have asked her to wait until at least Saturday. It'll probably show up today or tomorrow and she'll have free invitations.

[PopItWhenShePops]

Thanks, Sherry! I'll be looking in to that. Then again, I wonder if she will too?

Ahh, it's all a learning process, right?

Judy - I think that's the beckoning question. I do feel like I did everything in my control - advised, informed, kept my promises, etc - but that's where I'm stuck. Where to draw the line as to who's responsibility it is? Maybe that's what the insurance is for? To keep some level of justice and accountability.

The buyer is going to blame me.
I'm going to blame the post office.

But, in the end, what is 'fair'?

I'm thinking IF the package is truly lost, I'll apply for a refund. Fair enough. Stuff happens.

If it's not lost, then I've learned a hard lesson!

Thanks, Judy!

[SageNThymeDesigns]

I just had a similar situation with a package- clothing for a wedding. It was shipped first class to Hawaii and had an expected arrival date. Unfortunately the USPS accidentally put it on a barge instead of an airplane, so it took 14 days longer.

Going through the process of filing a 'delayed mail claim' through the USPS website, they claim that first class mail isn't delayed until it's 5 days overdue and priority is 3 days overdue. I have since modified my policies so that it clearly states that mail delivery times are estimates. I provide a "ships by date" when I'll have your order in the mail, but as the USPS doesn't guarantee a delivery date, I can't either.

I will NOT issue a refund until the whereabouts of the package have been entirely confirmed. If your package is truly lost, then of course, I'll offer you a refund. One or two days delayed during the holiday season when half the nation is experiencing blizzards ain't lost.

[PopItWhenShePops]

Thanks, Joanne!

As fate would have it, USPS Track & Confirm has just updated their tracking info after two days of nothing, and she'll be receiving her (now, 'complimentary') invitations tomorrow.

Lesson learned.

Drats.

[PopItWhenShePops]

By the way, I haven't heard a peep out of the buyer since I issued the full refund. Not even a 'Thank You'. Nothing.

Ouchie.

I'll report back if anything changes, but I hope this thread is read by many of you and serves as an example of maybe what NOT to do. Oh, the difference a day makes....

Next time I'll know.......

[katherinefathisilver]

You were more than fair with this customer. I struggled with this for awhile but ultimately put a disclaimer in my policies that says I can't be held responsible for lost or damaged packages once they are shipped. I offer to include insurance at a higher shipping rate. I used to ship flat rate boxes with insurance up to 150 dollars, but people want cheaper shipping so I guess they're willing to take a calculated risk.I may be wrong but if you provide tracking, isn't it the customer's responsibility to file a claim?

[SageNThymeDesigns]

Technically, the USPS wants the receiver (buyer) to file the 'delayed mail claim'. When I called the 800# they had me fill out the claim, so I (eventually) got the call about the status. It took several days beyond what they quoted me.

But if there's a challenge with mail not received, then I think the sender is the one that needs to deal with the USPS. When in doubt, call the 800# and say "customer service" endlessly and repeatedly (20+ times- really- and you'll actually speak with a real person).

Mae, I'm so sorry that your customer wasn't the most positive and ethical person out there. Think of it as paying it forward! Now she'll do a really nice something for someone else.

[PopItWhenShePops]

UPDATE:

Turns out the buyer received her package two days later than she was advised due to delayed shipping on behalf of USPS.

Can't win 'em all!

Happy Holidays everyone!

P.S. - I haven't heard a thing regarding full order refund or the fact that she received them, but .... I'm sleeping fine at night. I dealt with someone's upset, so I'm okay with that. Granted, it took a couple of days to be okay with that!!!

[Former_Member]

At the end of the day you were a kind business owner, and that has to be worth something :) You should have some good karma coming your way!

[LaurasLastDitch]

In a similar situation I talked to someone at the PO to ask at what point I should consider the item lost, and only at that point did I issue a refund. Sometimes it's better to take a feedback hit than to cave to impatient customers. Honestly, though, I probably would've declined the sale if she was in a hurry, or insisted she pay for express shipping. Unfortunately, some things you just learn the hard way.

[BlackCatStudio98]

If she had any ethics she would pay for them again. Or at least say thank you...

Maybe you should email her with a link to the listing and say since you received your invitations, here is your bill.

People like that make me so mad. At least you know you weren't the jerk.

[Former_Member]

I second what Amy said. That is bull that she got complimentary invitations because she was too impatient to wait and didnta allow herself enough leeway time in case something like this happened.

[kijsa]

I have had this happen before, and understand refunding any amount at any point is a marketing expense :)
Since the issue wasn't with you, only with the shipping, I might have offered a shipping refund only- that way she feels she gets something and you don't lose your cost input.
Another option is to offer an option of guaranteed shipping through an outlet like FedEx. The cost is quite a bit more than the post office, and I find 'anxious' customers not quite as anxious when it is going to cost them a bit more on the shipping end :)
Blessings,
Kijsa

[Former_Member]

I just want to empathize with you. The STRESS! Oh my! So, I do empathize and hey, it's over. Celebrate!

[Former_Member]

Although you were very clear with the buyer about shipping you might also have considered giving her the option to upgrade to overnight service. Yes, it is way more expensive but during the holidays the USPS is constantly delayed and can also get damaged and lost. It is just an option well worth offering your customer since there was clearly a deadline on delivery. It is always the really important ones that USPS screws up - I wonder how they know LOL