Discussion Forum: Thread 259542

 Author: Wesley001 View Messages Posted By Wesley001
 Posted: Nov 8, 2019 09:19
 Subject: Package not arriving
 Viewed: 118 times
 Topic: Problem
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Wesley001 (64)

Location:  Netherlands, Overijssel
Member Since Contact Type Status
Dec 15, 2018 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Bricktop_NL
Hello,


so far all of my orders have arrived at their destination. But a week ago i got
a question from a buyer: "my package still isnt here!" It arrived a few days
later, after a month. Wich made me very happy. But just now i got a message from
another buyer, who lives way closer.


He says he hasnt received his package yet. My question is: how to handle this?
if someone doesnt pay for insurance, wich is very understandable for a tiny order.
But who is liable? How should this be handled in the unfortunate case the package
doesnt arrive?


I feel its the responsability of the buyer, but i know PayPal thinks different.
And what if someone gives a bad review? Its totally understandable, i get why
someone would be upset. Just want to know what my options are.


Thnx in advance
 Author: Teup View Messages Posted By Teup
 Posted: Nov 8, 2019 09:23
 Subject: Re: Package not arriving
 Viewed: 41 times
 Topic: Problem
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Teup (4203)

Location:  Netherlands, Utrecht
Member Since Contact Type Status
May 6, 2004 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: The T-workshop
In Problem, Wesley001 writes:
  Hello,


so far all of my orders have arrived at their destination. But a week ago i got
a question from a buyer: "my package still isnt here!" It arrived a few days
later, after a month. Wich made me very happy. But just now i got a message from
another buyer, who lives way closer.


He says he hasnt received his package yet. My question is: how to handle this?
if someone doesnt pay for insurance, wich is very understandable for a tiny order.
But who is liable? How should this be handled in the unfortunate case the package
doesnt arrive?


I feel its the responsability of the buyer, but i know PayPal thinks different.
And what if someone gives a bad review? Its totally understandable, i get why
someone would be upset. Just want to know what my options are.


Thnx in advance

As a European seller, it is your responsibility. You need to give them a full
refund.
Think about it from a buyer's perspective. If you'd order some things
in a store online, and it wouldn't arrive, you wouldn't like it if the
store just told you "I guess you had bad luck, sucks for you".

Just refund and remind yourself it doesn't happen often and it's the
cost of doing business. If needed, you could charge extra on certain shipments
that are risky. I charge €2 extra on untracked boxed shipments, which to my best
estimations covers the costs of the odd refund.
 Author: Wesley001 View Messages Posted By Wesley001
 Posted: Nov 8, 2019 09:27
 Subject: Re: Package not arriving
 Viewed: 37 times
 Topic: Problem
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Wesley001 (64)

Location:  Netherlands, Overijssel
Member Since Contact Type Status
Dec 15, 2018 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Bricktop_NL
Well thnx for the advice, makes sense. For sure i can see the buyers perspective.
I also see a choice though. Shipping a few minifigures or a few parts is really
expensive from the Netherlands. And insurance sure isnt. So for bigger orders,
should i insist on tracking perhaps? I will take your advice if it turns out
the package doesnt arrive.



In Problem, Teup writes:
  In Problem, Wesley001 writes:
  Hello,


so far all of my orders have arrived at their destination. But a week ago i got
a question from a buyer: "my package still isnt here!" It arrived a few days
later, after a month. Wich made me very happy. But just now i got a message from
another buyer, who lives way closer.


He says he hasnt received his package yet. My question is: how to handle this?
if someone doesnt pay for insurance, wich is very understandable for a tiny order.
But who is liable? How should this be handled in the unfortunate case the package
doesnt arrive?


I feel its the responsability of the buyer, but i know PayPal thinks different.
And what if someone gives a bad review? Its totally understandable, i get why
someone would be upset. Just want to know what my options are.


Thnx in advance

As a European seller, it is your responsibility. You need to give them a full
refund.
Think about it from a buyer's perspective. If you'd order some things
in a store online, and it wouldn't arrive, you wouldn't like it if the
store just told you "I guess you had bad luck, sucks for you".

Just refund and remind yourself it doesn't happen often and it's the
cost of doing business. If needed, you could charge extra on certain shipments
that are risky. I charge €2 extra on untracked boxed shipments, which to my best
estimations covers the costs of the odd refund.
 Author: Brickwilbo View Messages Posted By Brickwilbo
 Posted: Nov 8, 2019 09:38
 Subject: Re: Package not arriving
 Viewed: 40 times
 Topic: Problem
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Brickwilbo (1462)

Location:  Netherlands, Gelderland
Member Since Contact Type Status Collage
Oct 24, 2007 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
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Store: Brickwilbo Betuwe Bricks
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In Problem, Wesley001 writes:
  Well thnx for the advice, makes sense. For sure i can see the buyers perspective.
I also see a choice though. Shipping a few minifigures or a few parts is really
expensive from the Netherlands. And insurance sure isnt. So for bigger orders,
should i insist on tracking perhaps? I will take your advice if it turns out
the package doesnt arrive.

You can choose to ship tracked above a certain amount, below you can take the
loss.

  


In Problem, Teup writes:
  In Problem, Wesley001 writes:
  Hello,


so far all of my orders have arrived at their destination. But a week ago i got
a question from a buyer: "my package still isnt here!" It arrived a few days
later, after a month. Wich made me very happy. But just now i got a message from
another buyer, who lives way closer.


He says he hasnt received his package yet. My question is: how to handle this?
if someone doesnt pay for insurance, wich is very understandable for a tiny order.
But who is liable? How should this be handled in the unfortunate case the package
doesnt arrive?


I feel its the responsability of the buyer, but i know PayPal thinks different.
And what if someone gives a bad review? Its totally understandable, i get why
someone would be upset. Just want to know what my options are.


Thnx in advance

As a European seller, it is your responsibility. You need to give them a full
refund.
Think about it from a buyer's perspective. If you'd order some things
in a store online, and it wouldn't arrive, you wouldn't like it if the
store just told you "I guess you had bad luck, sucks for you".

Just refund and remind yourself it doesn't happen often and it's the
cost of doing business. If needed, you could charge extra on certain shipments
that are risky. I charge €2 extra on untracked boxed shipments, which to my best
estimations covers the costs of the odd refund.
 Author: Wesley001 View Messages Posted By Wesley001
 Posted: Nov 8, 2019 09:41
 Subject: Re: Package not arriving
 Viewed: 43 times
 Topic: Problem
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Wesley001 (64)

Location:  Netherlands, Overijssel
Member Since Contact Type Status
Dec 15, 2018 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Bricktop_NL
Yes thank you, i was considering that


In Problem, Brickwilbo writes:
  In Problem, Wesley001 writes:
  Well thnx for the advice, makes sense. For sure i can see the buyers perspective.
I also see a choice though. Shipping a few minifigures or a few parts is really
expensive from the Netherlands. And insurance sure isnt. So for bigger orders,
should i insist on tracking perhaps? I will take your advice if it turns out
the package doesnt arrive.

You can choose to ship tracked above a certain amount, below you can take the
loss.

  


In Problem, Teup writes:
  In Problem, Wesley001 writes:
  Hello,


so far all of my orders have arrived at their destination. But a week ago i got
a question from a buyer: "my package still isnt here!" It arrived a few days
later, after a month. Wich made me very happy. But just now i got a message from
another buyer, who lives way closer.


He says he hasnt received his package yet. My question is: how to handle this?
if someone doesnt pay for insurance, wich is very understandable for a tiny order.
But who is liable? How should this be handled in the unfortunate case the package
doesnt arrive?


I feel its the responsability of the buyer, but i know PayPal thinks different.
And what if someone gives a bad review? Its totally understandable, i get why
someone would be upset. Just want to know what my options are.


Thnx in advance

As a European seller, it is your responsibility. You need to give them a full
refund.
Think about it from a buyer's perspective. If you'd order some things
in a store online, and it wouldn't arrive, you wouldn't like it if the
store just told you "I guess you had bad luck, sucks for you".

Just refund and remind yourself it doesn't happen often and it's the
cost of doing business. If needed, you could charge extra on certain shipments
that are risky. I charge €2 extra on untracked boxed shipments, which to my best
estimations covers the costs of the odd refund.
 Author: tjb01527 View Messages Posted By tjb01527
 Posted: Nov 8, 2019 10:39
 Subject: Re: Package not arriving
 Viewed: 42 times
 Topic: Problem
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tjb01527 (2213)

Location:  United Kingdom, England
Member Since Contact Type Status
Nov 25, 2012 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Brickempire.uk
It's always the seller responsibility if a package gets lost. I always insist
on tracked postage over a certain value. Whilst I can claim for most parcels
that may get lost, its takes time to get all proof of cost/loss together. I see
a lot of sellers on BL state its the buyers responsibility if they don't
take tracking. At the end of the day, it's nice to have an audit trail for
your parcel & we all want a buyer to receive their order in a timely fashion
& in perfect order. I do think charging extra on top of an order to protect losses
is a bit cheeky though.



In Problem, Wesley001 writes:
  Yes thank you, i was considering that


In Problem, Brickwilbo writes:
  In Problem, Wesley001 writes:
  Well thnx for the advice, makes sense. For sure i can see the buyers perspective.
I also see a choice though. Shipping a few minifigures or a few parts is really
expensive from the Netherlands. And insurance sure isnt. So for bigger orders,
should i insist on tracking perhaps? I will take your advice if it turns out
the package doesnt arrive.

You can choose to ship tracked above a certain amount, below you can take the
loss.

  


In Problem, Teup writes:
  In Problem, Wesley001 writes:
  Hello,


so far all of my orders have arrived at their destination. But a week ago i got
a question from a buyer: "my package still isnt here!" It arrived a few days
later, after a month. Wich made me very happy. But just now i got a message from
another buyer, who lives way closer.


He says he hasnt received his package yet. My question is: how to handle this?
if someone doesnt pay for insurance, wich is very understandable for a tiny order.
But who is liable? How should this be handled in the unfortunate case the package
doesnt arrive?


I feel its the responsability of the buyer, but i know PayPal thinks different.
And what if someone gives a bad review? Its totally understandable, i get why
someone would be upset. Just want to know what my options are.


Thnx in advance

As a European seller, it is your responsibility. You need to give them a full
refund.
Think about it from a buyer's perspective. If you'd order some things
in a store online, and it wouldn't arrive, you wouldn't like it if the
store just told you "I guess you had bad luck, sucks for you".

Just refund and remind yourself it doesn't happen often and it's the
cost of doing business. If needed, you could charge extra on certain shipments
that are risky. I charge €2 extra on untracked boxed shipments, which to my best
estimations covers the costs of the odd refund.
 Author: Teup View Messages Posted By Teup
 Posted: Nov 8, 2019 10:51
 Subject: Re: Package not arriving
 Viewed: 42 times
 Topic: Problem
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Teup (4203)

Location:  Netherlands, Utrecht
Member Since Contact Type Status
May 6, 2004 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: The T-workshop
Yes, you can charge whatever you like: tracking, no tracking, registered, insured..
you're the one who is in charge. The buyer can then decide whether they want
to go with it or choose a different store. I personally have a max limit of €75
or untracked international shipments, but everyone is doing that slightly differently.

In Problem, tjb01527 writes:
  I do think charging extra on top of an order to protect losses
is a bit cheeky though.

I don't think that's cheeky. It saves both the buyer and the seller a
good deal of money compared to forcing the buyer to pay for insurance. Insurance
services are interested in making a profit, whereas a seller's interest is
mostly to keep their shipping costs low so they get the most orders.

Besides, in the end it's always the buyers who pay for lost shipments indirectly.
Because the seller losing money on refunding lost shipments is part of their
business model and one way or another has to be offset by the income. The choice
is basically to charge all buyers equally, or charge extra for those orders that
are the most risky. I think it's just up to the seller how they want to organise
that.

  


In Problem, Wesley001 writes:
  Yes thank you, i was considering that


In Problem, Brickwilbo writes:
  In Problem, Wesley001 writes:
  Well thnx for the advice, makes sense. For sure i can see the buyers perspective.
I also see a choice though. Shipping a few minifigures or a few parts is really
expensive from the Netherlands. And insurance sure isnt. So for bigger orders,
should i insist on tracking perhaps? I will take your advice if it turns out
the package doesnt arrive.

You can choose to ship tracked above a certain amount, below you can take the
loss.

  


In Problem, Teup writes:
  In Problem, Wesley001 writes:
  Hello,


so far all of my orders have arrived at their destination. But a week ago i got
a question from a buyer: "my package still isnt here!" It arrived a few days
later, after a month. Wich made me very happy. But just now i got a message from
another buyer, who lives way closer.


He says he hasnt received his package yet. My question is: how to handle this?
if someone doesnt pay for insurance, wich is very understandable for a tiny order.
But who is liable? How should this be handled in the unfortunate case the package
doesnt arrive?


I feel its the responsability of the buyer, but i know PayPal thinks different.
And what if someone gives a bad review? Its totally understandable, i get why
someone would be upset. Just want to know what my options are.


Thnx in advance

As a European seller, it is your responsibility. You need to give them a full
refund.
Think about it from a buyer's perspective. If you'd order some things
in a store online, and it wouldn't arrive, you wouldn't like it if the
store just told you "I guess you had bad luck, sucks for you".

Just refund and remind yourself it doesn't happen often and it's the
cost of doing business. If needed, you could charge extra on certain shipments
that are risky. I charge €2 extra on untracked boxed shipments, which to my best
estimations covers the costs of the odd refund.
 Author: tjb01527 View Messages Posted By tjb01527
 Posted: Nov 8, 2019 16:43
 Subject: Re: Package not arriving
 Viewed: 28 times
 Topic: Problem
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tjb01527 (2213)

Location:  United Kingdom, England
Member Since Contact Type Status
Nov 25, 2012 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Brickempire.uk
What an ethical way of selling!!

In Problem, Teup writes:
  Yes, you can charge whatever you like: tracking, no tracking, registered, insured..
you're the one who is in charge. The buyer can then decide whether they want
to go with it or choose a different store. I personally have a max limit of €75
or untracked international shipments, but everyone is doing that slightly differently.

In Problem, tjb01527 writes:
  I do think charging extra on top of an order to protect losses
is a bit cheeky though.

I don't think that's cheeky. It saves both the buyer and the seller a
good deal of money compared to forcing the buyer to pay for insurance. Insurance
services are interested in making a profit, whereas a seller's interest is
mostly to keep their shipping costs low so they get the most orders.

Besides, in the end it's always the buyers who pay for lost shipments indirectly.
Because the seller losing money on refunding lost shipments is part of their
business model and one way or another has to be offset by the income. The choice
is basically to charge all buyers equally, or charge extra for those orders that
are the most risky. I think it's just up to the seller how they want to organise
that.

  


In Problem, Wesley001 writes:
  Yes thank you, i was considering that


In Problem, Brickwilbo writes:
  In Problem, Wesley001 writes:
  Well thnx for the advice, makes sense. For sure i can see the buyers perspective.
I also see a choice though. Shipping a few minifigures or a few parts is really
expensive from the Netherlands. And insurance sure isnt. So for bigger orders,
should i insist on tracking perhaps? I will take your advice if it turns out
the package doesnt arrive.

You can choose to ship tracked above a certain amount, below you can take the
loss.

  


In Problem, Teup writes:
  In Problem, Wesley001 writes:
  Hello,


so far all of my orders have arrived at their destination. But a week ago i got
a question from a buyer: "my package still isnt here!" It arrived a few days
later, after a month. Wich made me very happy. But just now i got a message from
another buyer, who lives way closer.


He says he hasnt received his package yet. My question is: how to handle this?
if someone doesnt pay for insurance, wich is very understandable for a tiny order.
But who is liable? How should this be handled in the unfortunate case the package
doesnt arrive?


I feel its the responsability of the buyer, but i know PayPal thinks different.
And what if someone gives a bad review? Its totally understandable, i get why
someone would be upset. Just want to know what my options are.


Thnx in advance

As a European seller, it is your responsibility. You need to give them a full
refund.
Think about it from a buyer's perspective. If you'd order some things
in a store online, and it wouldn't arrive, you wouldn't like it if the
store just told you "I guess you had bad luck, sucks for you".

Just refund and remind yourself it doesn't happen often and it's the
cost of doing business. If needed, you could charge extra on certain shipments
that are risky. I charge €2 extra on untracked boxed shipments, which to my best
estimations covers the costs of the odd refund.