What do you do when....

[LOVEnLAVISH]

This Christmas I had more people then in the past say that their item did not show up. Canada post is expensive, so when I send something it doesn't go with tracking or require a signature. This has been the only year where some items just didn't make it, or so these few customers claim. Some of my items are one of a kind, some of them I can remake and re send. I don't refund money back, and my policies state all items are final sale.

I am wondering what other shops do in this situation, especially when you have to trust that the customer is telling the truth and not just trying to get a freebie for a friend or themselves.

Thanks for your responses in advance.

[Former_Member]

Do you mean you don't send your items with a tracking number?

[Plektra]

I suppose you'll have to look at it case by case.

Also try to see if there are any patterns, like:
- Are the items getting lost in a particular area in Canada or certain countries?
- Is it a particular type of product?
- Do items get lost mostly during certain months / time of the year?
- Are you shipping your items yourself? Do you take them to the post office?

Then, you have to look at options. Maybe your package needs to be more secure. Definitely consider sending your products with insurance and / or tracking. The shipping is the customer's expense, but make sure your shipping method and cost is obvious to the customers.

[RobertaValle]

If you don't have a tracking number, you need to refund in full.
Or ship again.

And maybe in the future ship with tracking.

[maydaylabels]

You'll have to recalculate the cost to self-insure with the increase in losses from the postal service.

We have a similar situation in that we generally refund/reship for items that our customers claim are lost, even if they state "delivered" with the tracking; it's well less than one in 500 packages, though, so it's not a big deal to self-insure (the cost is just a few cents per sale).

[OneFairfaxRoad]

I purchase insurance and tracking. As a seller, I believe it's my responsibility to deliver the items purchased and so the insurance protects me.

I've only had one instance in over 500 sales where a customer claimed the package hadn't been received even though the post office tracking showed it had been delivered. Because it was a small item, and my gut said she was telling the truth, I did refund her money, but I would take a case by case approach.

[Former_Member]

I don't ship with tracking unless the customer requests it. But that's stated in my policies, and I convo each buyer to thank them for the sale and let them know when to expect the item. So far (knock wood), I have yet to have a lost package. I don't think it's the sellers responsibility to make sure the package arrives. IMO it's my responsibility to securely package the item, ship it appropriately and make sure the labeling is complete and accurate.

[Former_Member]

I had a seller smear me all over ebay when a money order I sent didn't make it. She didn't believe that I sent it. I was very upset over that. I guess there is no way to tell that she is lying. sometimes its good to have a little extra set aside in case the unexpected happens.

[maydaylabels]

Self-insurance is a lot cheaper than buying insurance, in my experience. Tracking is cheap here in the US but really expensive (I have heard) for people from some other countries, including Canada, so I can see why they wouldn't purchase it (I wouldn't, as a buyer, necessarily want to pay for it, anyway).

I assume people aren't lying. I have had something I purchased here confirmed as delivered when I didn't receive it; turns out it was delivered to another address and eventually made its way back to the seller, who kindly reshipped it to me.

It's rare enough an occurrence that giving buyers the benefit of the doubt is worth it.

[UrbanCoutureJewelry]

Always ship with a tracking number and if possible add insurance if it's going to another country. At least that is what I normally do. I have not had a package not make it but I did have a package take 4 weeks to deliver and I was so glad I purchased insurance because the buyer said the package did not make it and after I told her I purchased insurance she told me it arrived the next day...

[BeColorfulFeltArt]

The small packages are too expensive here in the Netherlands to do tracking. So I don't. Expensive things I send with tracking or signature. Just to keep myself from worrying. I lost one small package, and heard someone say it is 1% that is lost. I think most of the costumers are honest.

[WilliamsGiftshop]

What do you mean you don't do refunds?
You have to. It's the law.
Your customers will get their money back anyhow, from Paypal, Etsy, or their credit card company. Don't you just want to have good customer service and refund them yourself, so they don't have to open a case against you?
(This is of course unless you have setteled on a replacement order.)

[WilliamsGiftshop]

I'm from the Netherlands, like Gabi, and I now live in Belgium.
Over here tracking is an extra $ 6.82 on top of shipping costs.
My items are too inexpensive to justify that amount, so I only offer it on large orders (wholesale).

[DreamyPatternsShop]

I ship from the Netherlands, and to United States or Canada it's almost $20, which is often more than my items! So my customers often prefer the regular shipping rate as well.

Whenever I had a customer claiming that it didn't arrive, it's always felt honest to me up untill now. I usually ask them to check with their neighbours, post office and to wait a few more days before we decide on refund/replacement. It usually appears one way or the other, and they're so happy they'll send me a picture of the package!

But if it truly doesn't arrive I feel responsible for my customers and want them to be happy. I always try to settle on a replacement, which works for me.

Ps. with bigger orders, I always use track&trace. Maybe it's an idea to use track&trace during Christmas time (only) next year?

Good luck!

[KiltedWoman]

If I bought something from your shop and it didn't arrive and you pointed out your policy, I would open up a claim with paypal (which I always use). I would be angry that you took my money and I got nothing. You'd get a one star review. If you sent it with tracking I would blame the post office instead of blaming you and it would at least give me a place to call to start the search.

[Former_Member]

The trouble is tacking is so expensive it can increase the cost of postage by over a 1/3rd which make it really difficult to stay competitive. I do give an option in my policies to say if customers would like the parcel registered I`ll let them know the extra cost. I always write my address on the back. When I get the postage receipt from the post office when I send the parcel I will give the number details when I inform the customer that their package has been sent.

[WilliamsGiftshop]

For me tracking would not increase the cost of postage by 1/3, but it would more than double it, so something like an 8/3 increase.
That is why many sellers outside the US don't offer tracking (unless on large orders). No problem, if they have excellent customer service.
(I have 1,067 reviews and a 5 star rating.)