lost package!

[Former_Member]

ok, so I shipped a customer 2 pillowcases, and the customer claims that her package came ripped open and retaped and that it only contained one of the pillowcases. :( Does this sound weird to you? Why would someone only steal ONE of the two pillowcases in a package? Would you refund their money or ship them another item free? Any thoughts on how to handle this? I don't have a "shop policy" on this, as I know some people say it is not their responsibility once it leaves their hands. But I am so afraid, if I say, it is not my fault that USPS messed it up, that they will leave negative feedback. This person has bought over 500 items on etsy from other sellers, so they are a frequent shopper.

[Former_Member]

It's more likely that the package was damaged in handling and one of the pillowcases fell out. By the time anyone noticed, the missing pillowcase had probably been picked up and put aside and the employee that taped up the package had no idea it was missing part of the contents.

That said, you may be able to look at the tracking information, if you had delivery confirmation, and see which sorting facilities it went through. You could get those numbers from the USPS website, or call 1-800-ASKUSPS and get it from them, and hopefully the facility may still have the pillowcase around. But you only have about a week before they send it to the Mail Recovery Center in Atlanta.

It's probably easier to just take the loss and either send out another pillowcase or refund the money to the customer.

[TOMgirlApparel]

This happens, and I do think it is the seller's responsibility to make it right. I would send her the missing pillowcase right away. Unfortunately, this is a part of business.

I don't purchase from sellers who claim "I am not responsible for lost or damaged items". If the seller isn't responsible, who is? The customer? That is ridiculous!

[Former_Member]

I agree with the other posters. Probably was taped back together by postal workers and the other pillowcase had fallen out. I don't buy from sellers who won't cover their products. As a buyer it is also not my fault that the postal carrier lost/damaged it and I would be very mad if the seller didn't make it right. I paid for an item that I never received or was damaged upon arrival. That is just the way good companies operate. But, I also have to look at the buyers complaint. If it is just not legitimate, I would question it, but in this case, I think the buyer should receive a replacement of a refund.

[PiecesOfMePaperCraft]

This doesn't sound weird to me at all. Just because an item is missing doesn't mean someone stole it. Packages get damaged in transit and unfortunately, sometimes the contents fall out. Did the customer say if the post office attached a sticker to the front acknowledging that it was delivered damaged? Mine does that for even the smallest tear in an envelope.

[WithLoveFromLucille]

Did they buy using PayPal or DC? because I believe Etsy has seller protection in cases like this, if they paid through direct check out though.

But don't quote me on this :/

[Former_Member]

thank you all! this was very helpful! I offered to replace or refund their money. I do think it is the right thing to do. THANK YOU!

[Former_Member]

Hi Jen!

I had the exact same thing happen to me. A customer ordered two small blankets and when it got to her, she only had one in the package. The envelope had been taped back together. I sent her another one right away.

Weirdly enough, the 'lost' blanket shipped back to me from the USPS facility. I wrap each blanket in a clear plastic bag with my business card. My business card has my address on it so they used that address to ship the blanket back to me. I wrap each one of my blankets individually now with two business cards just in case that ever happens again.

[PiecesOfMePaperCraft]

Megan from SewChem says

Weirdly enough, the 'lost' blanket shipped back to me from the USPS facility. I wrap each blanket in a clear plastic bag with my business card. My business card has my address on it so they used that address to ship the blanket back to me.

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That's a smart move on your part. This is also a good example of why it's important to include a packing slip inside the package. If an item falls out of a package along with the packing slip, the packing slip lets the post office know where to deliver it.