What to do? Customer's package was vandalized

[ViaLove]

Today I received an email from a customer saying her necklace was not in the package I sent her. She included a photo of the package and I can see that it was torn down the center. Sounds like someone ripped into the package and took the box with the necklace I made her.

So what do I do? Do I eat the cost and make her another one? Or suggest (politely) that she insures her package next time?

[MaddieMakesThings]

Very sorry this happened to you :(
I think make her another, it's just one of those things as a online business that you have to deal with unfortunately.
Hope it doesn't happen again.

[drudruchu]

Refund or send another. It's not up to the customer to insure packages, it's the seller's responsibility to get the item to the customer in one piece...

[Former_Member]

I would eat the cost and replace the item. She did nothing wrong; if you want to turn her into a repeat customer, then make her another one or refund the transaction. I'd even ask her what she would prefer--a replacement or a refund.

If I were in her shoes and didn't get a replacement or refund, or was told "Sorry, should've paid for insurance," I'd never buy from that seller again and would give negative feedback.

[ViaLove]

Yes, I think you are all correct. I believe I would have the same response...don't think I would want to purchase from that seller again if I didn't get a refund or new item. Should have given this more thought before I posted my question. I guess I thought there was some recourse for the seller, ie I thought PayPal reimbursed for theft.

Thanks everyone for your replies...I will go email customer right now and give her the choice of a new necklace or a refund.

So glad we have these teams!

[Former_Member]

It is unfortunate, but put yourself in her shoes. If you ordered something online and that package was delivered to your doorstep but the contents of the package were empty, what would you do and how would you feel - I'd feel robbed!. Sometimes you have to pay a little out of pocket to extend excellent customer service. And believe me, when people know you are going above and beyond to make their experience exceptional, they remember to share the name of your store and the story of their experience with others which is priceless advertisement.

[Former_Member]

I agree with the above. Be sure that if she respond with wanting a new one made, let her know the timeframe and consider purchasing insurance on it. I think those are really to protect you as the seller more than her as the buyer. So sorry this happened to you.

[SexyCrochetDesign]

so. .. I would say that the client should not took the package in this case .. if you say that it was damaged, the client should not take it in the post office.
And should ship it back to your home. and if there is some difference in weight,.. then they should pay for insurance.
so.. this is customer error, but what can we do now?? we have to endure ..

[ViaLove]

Katy, I concur 150%. I have always gone above and beyond to please my customers and this situation should be no different. I plan to eat the cost and make the customer another necklace.

-->> Good feedback is worth its weight in gold!

[rusticcraftdesign]

It is the seller's responsibility to insure...insurance is a small price to pay =)

[Former_Member]

Ive had that happen...both as a seller and as a etsy customer. It sucks, but part of the sellers job is to get that item into the buyers hands safe and sound.

[rhodyart]

Unfortunately not all businesses will react that way. Many will react as if it's the customer's problem. Good on you all for reacting this way. I would do the same thing too, if I was able to replicate the item. Or at least offer the customer the opportunity to choose anything else in the shop for an equivalent value.