What do you when an order is Lost?

[Former_Member]

Ugh. This hasn't happened very often, but when it does, it's such a drag!

A customer made a custom order, and I rushed to get it out in time for Canada Post's Xmas deadline, but the package still hasn't arrived.

- I say in all my listings that unless requested, all orders are shipped standard - with no tracking number.

- When the package didn't arrive in time for Christmas, I apologised, while reminding the customer of my shop policies.

- I gave the customer a coupon code for a 25% discount if she decided to place another order.

Should I be doing more?

What do YOU do when an order goes missing? I'm curious to know!

[HoneyThistle]

Hi Mary,

I've rarely had any lost packages with Canada Post so it may just be a delay. You can research online to see if the country/region you shipped to is experiencing any delays due to strikes, inclement weather, etc. You can also double check with the customer to make sure you were given the correct address.

If the package is truly lost, i.e. a reasonable amount of time has passed after its expected due date, then you should either replace the package or offer a full refund to the customer. If it's a time sensitive order (such as a Christmas present), then I would lean towards a refund.

If the package does eventually arrive, I think a 25% discount on one future order is very generous :) Just treat the customer how you would wish to be treated in the same situation.

Hope this helps and happy new year!

Wei

[CircusOfCelebrations]

I never ship anywhere without tracking because it protects me from claims that things haven't arrived. All labels purchased from Etsy have tracking, even international ones, to Canada and certain other countries, will show that it has arrived. After a customer claimed something didn't arrive and I had to give a refund, I decided that was the only way I was willing to ship.
Once I had a package get stuck in Vancouver for 2 weeks, then suddenly show up and make it the rest of the way to Eastern Canada. It was pretty apparent that it fell off a belt or something. I think you are doing all you can, and hopefully the customer is being understanding that you gave it extra effort and the rest is not in your control. If they aren't making a fuss, try not to let it upset you. I do, however, replace items that never show up. It's better to have happy customers and good reviews, than to be right and stick to the policy.

[Former_Member]

Thank you for your replies, Wei and Cindy.

I have replaced items that never arrived in the past. But I've seen other sellers refuse to do this, since it wasn't their fault.

I don't normally send things tracked package because it adds at least 3 dollars onto the shipping cost and people don't want to pay that for a $25 item. Canada Posts rates are expensive as it is.

You are right, though. I will make her a new pendant if it doesn't show up soon. She is making a fuss. : /

Thanks again and Happy New Year!

[peaceandstitches]

I've been having this happen a lot lately because not only is Australia Post a bit delayed due to the holiday season but also American customs have been delayed releasing items, no doubt just because of the time of the year but it can add a bit of stress to orders. Fortunately my customers have been very understanding but to avoid this being a problem in the future I've added extra postage charges to include tracking so customers will see that tracking isn't automatically included in International orders.

[Former_Member]

The only time a package was lost was when a customer had it stolen off their front porch. It was a small custom order and as annoying as it was I just didn't feel like it was anyone's fault so I remade the order and shipped her a new one. I tried to think of how I wouldn't think twice about doing that for a friend so why not for a customer? She was super appreciative and I believed it had been stolen not some weird story to get a 2nd pillow. I can only imagine how thrilled the thief would have been to open the package to find a small pillow cover! Oh well...

[KatinkaHomeFactory]

Ugh - During the holiday season ...6 orders were .. let's call it lost. The customer never did receive them.
We live and therefore shipp in/ out of the Netherlands and I expect somewhere down the line is a needy and greedy someone waiting for those envelopes which are a little bigger than the regulars and a little softer as well.
I never use tracking number because out items fit in the envelope post.
If the package did not arrive with the timelimits, we advise the customer to wait another week - if it has not shown up, we replace it immediately with an extra item... and a thoughtfull and useful present to make up fr the annoying delay.
This means there is hardly any profit for us .. however knowing that we treated out customer like we would have appreciated to be treated makes up for everything - KatinkaFactory is an extended hoby we love to engage in.

Saskia & Henriette.

[Former_Member]

Cindy do you mean shipping labels purchased through Etsy are all "tracked" - even regular ground parcel?

4 times I have had an order that was shipped International Ground Parcel as the customer never chose to upgrade (I offer Upgraded Shipping on all my items) arrive later than the customer had expected and with no proof or tracking number I had to give a full refund - and all 4 times the item arrived within 3 days after refund.
It is so frustrating because shipping by Air is costly and most customers realize delivery times vary - but the few that do not - wow - it can bring you down big time.
What I don't understand is when Etsy states direct checkout protects the seller - but this really cannot help me if an item arrives later than customer expected and then opens a case - what else can you do?