Reported case by customer! Pls help,!!

[Former_Member]

Dear team,
Today I am very sad when receiving a reported case from customer. The item which I shipped last month- on Nov to my customer has not arrived yet, I contacted to my customer and tell her wait for a few more days, if it has not come, I will make another one and ship it to her again.
She has not reply my last message, and today she reported case to etsy because of non- delivery item. I totally understand how angry she is when not getting this item for Christmas, but I can not do any thing for shipping- shipping normally takes about 10-25 days to Us from my place- Hcmc.
I have 7 days to response this case. Pls, I need your suggests! I mailed her and told her that I have 2 options for her:
1. I make another item to her right away and ship it to her again.
2. Refund her money.
And hope her can cancel reported case which she sent.
Anyone in team have experiences in this case, pls help!!!
Thanks a lot!
Best regards
Halley

[Former_Member]

Once she is satisfied with her order (whether it's a refund or new item) she will close out the reported case and hopefully leave you positive or neutral feedback.

[MayhemHere]

Its a little odd that she didn't contact you first before making a complaint with Etsy??? I would either track the package if you can to see if it was actually ever delivered... If it wasn't I would send her another one and maybe give them a discount to another item in your shop. But I would def check with the shipping company first...

Its just kinda odd cause if I don't receive a package I am expecting I would contact the Seller.. not etsy

[Former_Member]

Some people just don't feel they need to bother with the seller directly. It's not a terribly common thing, but it happens more often than it should.

I would gather up all the documentation I had that I sent the item. Receipt from the post office, tracking number, etc. If you don't use tracking of some sort, there may be nothing you can do.

I'm not sure what all happens with a non-delivery with Etsy, but she may also be able to open a case with PayPal (if that's how she paid). Brace yourself for this and the possibility of the dreaded negative feedback.

Good luck!

[2TrickPony]

I would refund, cancel the sale, and email the customer to let them know to refuse the package so it can return to you; or if she should decide to keep it, that she can re-pay you through etsy at that time.

these things happen, its hard. good luck.

[Former_Member]

The reason it was probably reported for non-delivery was because paypal only allows 45 days to make a claim and if it was purchased in November its probably getting very close to that deadline.


Was the customer aware that the item was coming from Vietnam when they made the purchase? Some people don't even think about the time it takes for shipping a package half way around the world, especially during the holiday season. Its not uncommon for a package to take 4 or 5 weeks depending on the shipping method used.

You have already contacted the customer which is the first step. I would suggest that you keep all documentation re shipping receipts etc and keep the lines of communications open.

[Former_Member]

I would definetly try and ship using a tracking number in the future. It helps everybody, and I've liked having the #, both selling and buying- it's amazing how long something can take to ship from just a state away from me, but if I ship it across the country that package is nealry beamed to it's detination!

[NestedCollective]

I agree with everyone who suggested getting all of your shipping records together. Your receipts and tracking information will be very valuable in this situation, as you can show on your end that you did indeed ship the item to her when you said you did. Also, I would obviously apologize profusely and let her know that this has never happened in your shop before - and it may be a little drastic, but I would refund her money as well as let her keep the item if/when it arrives or ship her a new one if it doesn't.

Some people are unreasonable and she may never change her mind about your shop, but if you the handle the situation with the utmost customer care and concern, you can feel good about knowing you did everything you could to make your customer happy. I'm sorry this has happened to you, and hope that the situation can be resolved.

Keep your head up, you will have many many more positive sales and feedback!

[Former_Member]

I had a similar situation. I had a customer file a Paypal claim of non-delivery. I gave her and Paypal the tracking number, proving I had shipped the item as I said, and shipped 2-3 day priority. It was somehow delayed within the postal service, and she was demanding a large discount. She did not accept my explination or proof that is was scheduled to arrive on time, and that it was out of my hands. Paypal stepped in and once the item arrived, they closed the case in my favor. She did however leave me negative feedback, and there isn't anything I could do about it. I wish there was a way to put in an explanation or at least defend yourself when it comes to feedback. Even Ebay allows a response to feedback! Here, we just have to deal with it. I have one other negative, and it was simply because the lady did not check her mail before posting it; her package arrived that day. Luckily I have plenty of positive feedback!

[Former_Member]

Always use a tracking number unless it is a super cheap item to replace.

Don;t feel bad, some people just can;t confront people when they are unhappy. Its a digital world and some hate dealing with a real person. Just follow proper protocol and chalk it up as a mini-loss.