Shipping issue

[Former_Member]

A month ago I shipped an order to a customer of mine who sent me a message saying she didn't get the order. I tracked her order and the status shows her order was delivered a month ago. I offered to make her items again if she paid for shipping. I didn't have to do that, but I wanted to treat her like I would want to be treated. She now says she doesn't need the order now since her event was last week. What do I do? If she's telling the truth that means she paid for items she never got. I verified her address and tracking says her order WAS delivered. Incase you're wondering, my policies do state that I'm not responsible for lost packages. Her last message ends with "I don't need the order now since my event was a week ago." I feel like I should reply instead of not since that makes me seem to not care.

[Flinta]

I would say that you shouldn't take on more responsibility/guilt than you need to. The tracking information says it was delivered and your policies say that you're not responsible for lost packages. You've done all you can do; at this point, it's out of your hands.

Be polite to her, apologize for the mix-up and say you hope things still went well or something, but don't make things more complicated for yourself than you have to. If you really feel like you're being unfair to the customer, you could maybe offer her a partial refund but remember that you have to be fair to yourself as well as the customer! It sucks if she didn't get her order but it's not your fault and you still deserve to get paid for the work you put into those items.

[heartsabustin]

Actually, we're all responsible for our packages, lost or not. She should have contacted you sooner, that is true. This is why insure a lot of my packages.

This is one of those times when it would be wise to refund her money and cancel the transaction. She could open a case against you for non delivery.

[OneFairfaxRoad]

I agree with Erin and suggest you rethink your policy. Stating that you are not responsible for lost or damaged packages probably is costing you some orders. Also, we are responsible for providing the goods or services the customer ordered, and if they open a case against you for damage or a lost shipment, you will probably lose. I also buy insurance for most of my packages.

I notice your shop is averaging 4 1/2 stars, and you may risk getting a poor review if you don't help your customer on this. I think you should refund her money.

[Former_Member]

Thank you, Taylor. I agree with you. I am not sending this lady a refund and I'm not changing my policies. My customers pay $6.00 for priority shipping (everyone) and that comes with $50 insurance. I work very hard hand making items made from materials I paid money for. I did not offer my customer a refund, but I told her I would send her a free hairpiece if she paid for the shipping. I was willing to do that for her. I have a ton of ready made items that I give as gifts from time to time. The lady said she doesn't want the free item. I feel much better now knowing I did the right thing. Taylor, when you said I needed to be fair to myself too, that struck home with me and I needed to hear that. Thanks!!

[Former_Member]

My customers pay for priority shipping always which comes with $50 insurance. If they want to purchase more, I let them know they can. I always provide tracking numbers. I make sure I have written agreement making sure my customers agree with my policies for my records in case a case is opened. I make sure my customers know that I am responsible for their order until I take it to the post office and let them know I have NO control of the postal service. I explain my refund policies too. If they reply back to me agreeing with my policies, then I print that agreement out and save to my hard drive for my records.

[heartsabustin]

This isn't about what makes you feel goid. You have a legal, contractual obligation to either provide her product or refund her money. She could sue you, and she's probably win.

I would also rethink it due to your feedback. I went through several pages, and I would not personally be happy with that number of poor reviews.

But it's certainly up to you. I'd very seriously rethink it.