package arrived without the content?

[1AEON]

I have been selling here for 2006, I have never heard anything like this.
I would love to hear your input.
A customer send me an email about she is having a problem:

The package arrived opened and without it's contents. It has a sticker on it stating "rec'd unsealed and rec'd without contents at Casper, Wyo. 82601" What do I do now? I talked to the post office and they said to contact you. Please let me know asap.

I send my domestic orders with a tracking number and when I tracked this one, it showed that it went all the way and got delivered, and shows no problem.

What would you do?
Thank you,
Gabe

[Former_Member]

I suggest contacting the post office in Wyoming. It sounds to me like the contents were stolen along the way. People at the post office in Wyoming tried to cover their butts by putting stick on it that says, "It wasn't us!" This has happened to me several times when living abroad, but never in America. My favorite was when I received the wrapper of a candy bar! Did you insure the contents of the package? My guess is that you are going to have to file a complaint with the post office, but they won't be able to do anything if it wasn't insured. Good luck!

[HullStreetStudio]

ask for a picture (this is pretty standard on a lot of sites and within etsy) so you can see the damage and if there is like she says then I would try contacting whatever post office is in 82601 and the post office it was at before that one and see what can be done.

Did you get insurance?

[1AEON]

I guess you are right, Thank you,
Gabe

[Former_Member]

Gabe:

Gabe one of the first things that I would do is contact the post office at which the package was last processed befire being delivered to the house. Inquire about any complaints and point out that there was this sticker. If you insured your item them should be able to help you out... without insurance I am not sure what they can do. I do believe that they will reimburse you shipping costs regardless, but they may need evidence of that sticker.

Also, I would encourage you to ask the customer for a photo of the sticker so that you can send that to the post office there or take it to yours. She should have no problem with this.

If it was not a one of a kind item I would offer to replace the item. If it was a one of a kind item I would offer a refund, or follow what you have outlined in your store policies.

[ParadiseChicJewelry]

That's strange, the only way I can think of what happened is if the seal came undone and the contents got lost in transit, but I know I always double check to make sure everything is sealed well. I am sure it was sealed. Unless someone stole the contents, but then that would be tampering with the mail. Did they sign for it or was no signature required? Don't know if it was insured. I would either replace if I could or refund but the only problem is were the items really lost? That's a tough one.

[Former_Member]

If it arrived empty, I would say the post office owes someone a refund!

There is no way a postal clerk would accept a parcel that was opened and empty. Which means it must have been closed and intact when you handed it over to the postal clerk.

You can also prove the item was inside by the weight of the package.
If it was empty, your shipping fees would be very low.
Back track your steps to the original drop off location. Show them the receipt, tracking and postage charges.

By opening a claim, it forces everyone to be on the up and up.
Good luck!

[Former_Member]

If the item was stolen while in the hands of the post office, it was mail fraud. They tend to take this seriously.

Hopefully, you have the receipt.

Before you refund or replace, call the PO and see what they have to say.

[RisC]

I've had a package returned to me with a similar problem only mine was a bubble mailer that had somehow been ripped in half and the contents lost. Luckily the item I sent was not one of a kind and not very expensive so I just shipped out a replacement. For me it was not worth the hassle of the post office to try and get any money back and I had not insured it anyway. I sent the customer a picture of the envelope and what had happened and she was very understanding. Hopefully the PO will be able to help you.

[Former_Member]

The post office has been terrible. I put insurance on everything I send! Insurance is very cheap, and worth it!

My mother in law was sending us christmas presents and someone opened the box and stole things out of it! The post office said it had been sitting in the office for weeks!

So don't risk losing money, put insurance on your packages. :)

[Former_Member]

Another good reason to put a copy of the invoice inside of packages! While it won't always help there are many situations where this little process will provide the necessary information to get the item to where it belongs or returned!

[1AEON]

Thank you guys, insurance it's a good idea.
I will replace it, but it makes me thinking...

I actually got his answer back hen I asked her for a photo:
"Thank u. I don't knoelw how to send u a pic of the package? "

She also don't have an avatar...she has 6 feedbacks (100% pos)

[Former_Member]

If you're comfortable with it - have her text you a photo via phone.

Maybe I'm just cranky today, but people who write like they're texting really grinds my gears.

[WintergreenDesign]

Hmmm... I would send the customer a note stating that you will be filing a claim with the post office and in order for her to recieve her refund you would need her assistance in filling the paper work. That her local post office will need to contact her so they can follow up with the claim and collect the details and the evidence. I have had to do this in the past and magically there wasn't a problem anymore... and if there is actually a problem most people would want to help in recovering their money and/or product. Hope that helps : )

I would just start a claim with the PO...

[Former_Member]

I found this on usps.com

If you are experiencing any of the following problems, please contact our General Customer Service at 1-800-ASK-USPS (1-800-275-8777):

You have not received any mail within a two (2) day period
You are not receiving mail regularly (i.e., on a specific day of the week) for two (2) or more weeks in a row
Your mail arrived damaged or items are missing
You are consistently receiving mail for another address