Return to sender

[ArtistCarlaRose]

My heart sank this morning I found Miss difficult customers order sitting on my doorstep obviously she had failed to collect/accept her parcel as the addressing is all correct, I had even sent a pre posting thank-you message with conformation of order and address. What can I do to appease the customer with out having to throw my policies completely out the window ?.

I'm very concerned about negative feedback, as interaction with this customer has already been strained , and I will be unable to return feedback as I have already done so
Any advice on how to deal with this situation ?

[PinkCoyoteJewelry]

I'm not sure I understand the problem with the order. Please restate the problem.

[ArtistCarlaRose]

The problem is the order has been unclaimed at the buyers end and by default returned to sender (me) .

[GoTo]

I'm not sure what you mean by unclaimed--is that the reason that it was RTS, not picked up from the post office ( as opposed to "moved", "addressee unknown", etc)?


Unless she told you before you shipped/tells you now that it is still the correct address, then you can't assume that it is.

I'd email her and let her know you got the package back RTS and the address you shipped it to and that you need to hear back from her.

If she confirms that it is the correct address, I'd offer to re-mail or refund--it'd be an error on the post office's part and you might get the money back/free re-shipping from the PO, but it's not the buyer's fault so it falls on you to take care of it.

If she says it is not the correct address, I'd offer to re-ship once she pays for the new shipping or refund (item price only, not shipping).

[ArtistCarlaRose]

The parcel is marked Unable to forward , Return to sender.

[Former_Member]

Someone had the same problem a while ago which led me to update my policies.
Update your policies and include in it the shipping policy that it is the buyer's responsibility to provide the correct address and retrieve the package from home or the post office for signature confirmation so you can avoid this in the future.
Did you offer a refund?

[TheDarkFen]

i would cancel the transaction.

[ArtistCarlaRose]

Thanks lady's
I have now emailed the buyer
" I have just received your package back RTS the address I shipped it to was
" "
Please let me know if this Is this still your current shipping address?"

also updated my policies to include a reviving goods claws.
thanks jasmine

[GoTo]

Hope you hear back & things go well.

[HappyDappyBits]

I would have taken photos of the package and included it in your message. I've had two international packages returned to me, one was to Mexico and the buyer was willing to have it shipped to a different address and pay another round of shipping. Another was just this last week with a package from Germany, gave buyer a refund per their request minus shipping costs. No issues so far. When they see the package with the stickers and proof it was sent where they requested, and in your case "unclaimed", I feel there is less chance for a he said/she said.

Also, for next time you have a difficult buyer, it might help to monitor the tracking on it and if it says something like "note left, will try a second attempt" it wouldn't hurt to alert the buyer. I often monitor tracking on packages that I know the buyer needed asap just to make sure it got where it needed.

Hope it works out for you!

ETA: your work is beautiful, btw :)

[GoTo]

Photo is a good point, nice to prove it was mailed, to where & returned--though the last customer who I presented with the RTS pic with said the address was their old one and blamed me for not knowing where they moved to... ummm...

[ArtistCarlaRose]

Best idea ever Katie !
Have just cancelled the transaction and refunded purchase amount to buyer. and also in the message informing client of this Iv'e added images of of the parcel and item.

[GoTo]

Had you heard back from them? If it was the POs fault, then the buyer should get the item price & shipping back.

I've had problem buyers turn around and become repeat & pleasant customers when provided with good customer service when things went wrong with the transaction.

[BeadsandmorebyYashma]

Was it international order? Sometimes buyers wouldn't pick up the mail because of the custom charges and it would be eventually sent back.

Is it possible to refund only the cost of the items and retain the cost of shipping? It doesn't seem to be right if you have to refund a whole lot.

[Former_Member]

I would add that I have started including the shipping address in the final message to the buyer before I ship just to make sure it is correct. Gives them a chance to make corrections. I actually screwed up as a buyer and didnt realize my paypal address was out of date since i moved. The seller was awesome, I paid the re-shipping since, thank god it was returned, and we are now etsy buds.

I just think that one last piece of due diligence on my part as a seller saves a LOT of hassle and potential problems with any customer, particularly a difficult one.

[ArtistCarlaRose]

Haven't herd back from my customer yet GoTo.

It was an international order, I am posting to the Us from Australia. Have you ever orderd from Australia if so is there a customs charge ? And yes it is possible with paypal to choose the refund amount. Valentina

I always send a thank-you message after an order is placed conforming I have received payment and order with address conformation and when I plan to post. Andi Burkholder

[GoTo]

In the US we can get $200 in goods before customs worries about it ($100 if it is marked a gift, oddly lower...).

[ArtistCarlaRose]

4 days later and Ive had no reply from customer,
The purchase cancellation has been approve, so Im guessing the customer is aware and has given approval to make this request final.

[GoTo]

The end. :)

Thanks for letting us know how it turned out.