Shipping Predicament

[CisforColor]

I am asking for some much-needed advice on a shipping problem...

A customer in Canada placed a large order (9 custom prints from my shop) back in early November. She needs them for Christmas presents, so she placed the order early to make sure she would receive them in time. I sent them out to her 4 days after she placed the order (very quick turnaround time for 9 custom prints). I shipped them USPS First Class Mail International which (as most of you know) is only trackable while the package is still in the US). She contacted me yesterday to tell me that she still has not received the package. It has been 4.5 weeks since I shipped it.

I called USPS and they claimed that it was out of their hands because it is First Class and not trackable. I called Canada Post and they said the same thing. So, the package is either lost in the mail or still on it's way and there is no way of knowing where it is. This is where I need some advice...

My customer obviously wants them before Christmas. I obviously don't want to reprint, repackage, and reship 9 prints (and have to ship them Express Mail in order for her to receive them by Christmas). It would cost me over $75 out of my own pocket to do so. I want my customer to be happy and receive her order, but I can't fathom having to reprint and reship them when it is entirely not my fault. And, the original package may even still arrive! I pride myself on excellent customer service and I do not want to upset my customer. I am so confused!

Any advice will be greatly appreciated! Thanks!

[collageOrama]

What date did it leave Jamaica or LA?

Canada post can be very maddening. I have probably re-sent 100 packages to Canadian customers over the years, but in almost every case, the original package will eventually show up, oftentimes on the same day as the replacement. It's like a curse. I'll wait and wait, resend, and BAM. Both on the same day.

A priority flat-rate box is $33 to Canada, if the prints are 8x10. It should get there in time if you do want to resend over the next week or so.

[Former_Member]

Quite a predicament. I'm curious what other sellers will say. Have you checked the customs number? Does it show it left the U.S.? What exactly did Canada Post say? I can't believe there isn't anything they can do. I know if it happened with USPS, they can open a case to try to find the item. What's the latest you can possible wait?

[Former_Member]

Matt,
Do they just leave those two places? I thought I had one leave Miami, but I would have to check it again.

[Former_Member]

It took 4 weeks for my shipment to Canada to be delivered and it was first class also. It's probably still on it's way. I think i've heard to allow 6 weeks, especially with the holidays.

It's up to you if you want to reship. I haven't had a situation like this before. Did the customer know about the risks of shipping first class? I think if you lay it all out in your policies then you shouldn't be accountable and have to pay for express shipping out of pocket. I think you did everything right and it's in the hands of the PO now. I really do think it's on it's way and it's too soon to refund or reship.

[Former_Member]

I should add that I'm in Michigan and my tracking never updated once it got to the sorting facility in Grand Rapids. I finally messaged the buyer and found out she had gotten it two weeks earlier.

[BrushStrokeOrnaments]

I feel for you and know it's so hard to decide what to do. I've had very similar things happen to me. While I so want to do what is in MY best interest as a shop owner, I have always ended up redoing and resending merchandise, even at my cost. If the customer still wants the merchandise, than that's what I give them..even when it's at the worst possible time...and costs me money. You will have a very grateful customer and they will always remember the way they were treated.

Bottom line, just know that things like this go into the category of "the cost of doing business". Brick and mortar stores have to deal with breakage and theft...and everyone who ships merchandise will eventually deal with this issue at some point.

Right now, I have to go ship a SECOND ornament to someone because the first package never arrived...and has not come back to me... So I'm right there with you. Aren't the holidays fun! :)

[Former_Member]

It could also have been stopped in customs, causing a delay. It'll probably show up but if you're really worried, ask your customer if she would like you to send a second package. Hopefully, she's the kind of customer who will send one back if both end up in her possession.

[Former_Member]

Did you have shipping insurance? If you did then you can get your money back from the UPS and then you will be able to afford to resend those items. I think that's how it works anyways..

[LovgrenandDaughter]

Is it possible that if the original arrives she sends it back to you and then you can re-sell them? It's quite the sticky wicket. Normally, I would just re-do it. But @ $75 that's expensive.

Really not easy. I'm so sorry you have to go through it.

I've replaced one item that the customer said wasn't working a month after it was received. And I paid straight through the nose for the hardware - rush delivery and making it. So, I have done it but the customer was a repeat customer.

Do you think that you have enough of a relationhship that you will eventually chalk it up to customer relations and networking your excellent skills? Will she buy more after this?

Goodness it's not easy. I hope you find the right solution for you.

Have a cookie on me <hugs> Kristin

[ForgedMettleJewelry]

Stupid question, but have you tried typing in the US tracking number into the Canada Post's website? I sent something to Canada last December and was able to track it the entire way, not just to the US boarder.

[Former_Member]

Geez, that's tough. It's definitely not your fault that she hasn't received it, but maybe you could give the customer a discount for a re-order? Just explain to her that it was nothing that you did. Did you send her a tracking number? Because if not, you may want to send her a receipt or the tracking number so that she can see that you aren't just lying about sending it. If they are a reasonable person, I don't think you'll get negative feedback and there's not much else you can do.

[CisforColor]

Thank you all for your wonderful advice!

I wish I could say that USPS was of any help, but in the 3 times that I called them, every time they told me there was nothing I could do because I sent it First Class and they aren't even required to scan the package in at any point along its journey. Canada isn't required to either. So, the customs number tracking info says that it was processed at the Philadelphia sorting facility on November 7th and that's it. It doesn't even say that it departed the facility, but I was explained that it doesn't mean it didn't leave the US. When you ship First Class International, it's basically up to the person processing it if they feel like scanning it in that day. Canada Post has no info on the package either. All of the prints are completely custom, so I wouldn't be able to resell them if I shipped her new ones and she ended up getting the original package. And, when I asked USPS about claiming my insurance on the package, they told me that I can submit a claim, but it would never be approved because it is First Class and there's no way of proving that it is actually lost.

I do explain in my policies that I ship First Class International and that it does not include tracking info, but as much as I would like to tell the customer that it is not my fault, I can't bring myself to purposefully upset her. I have a feeling I am just going to have to take a loss on this one. And the worst part is, her friend placed the same order (9 custom prints to Canada) a week later and she has not received them either. So, I might have to do this twice!

[Former_Member]

If you filled out a customs form it should say that it left the US, and I'm pretty sure it says where it's headed (but I can't remember). I guess from now on with larger orders, spend the extra money for tracking.