Discussion Forum: Thread 259562

 Author: Alfiesbricks View Messages Posted By Alfiesbricks
 Posted: Nov 8, 2019 20:08
 Subject: Shipment stuck? Buyer does not respond
 Viewed: 149 times
 Topic: Problem
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Alfiesbricks (29)

Location:  Netherlands, Drenthe
Member Since Contact Type Status
Jun 13, 2018 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Alfiesbricks
When shipping orders I always make sure to trace them. Now one shipment to the
UK got stuck. It has been cleared by customs but it appears not to have been
sent on route with a deliveryperson. I contacted the buyer about this. He replied
once that he needed to pick-up from the postoffice. Since I've send a couple
of e-mails and Internal messages. I also send him the receit by e-mail And asked
for the current status. Unfortunately no response to any of this.

Anyone any suggestions on how to deal with this? Customer service is important
to us, but I do need the customer to response to my enquiries..
 Author: popsicle View Messages Posted By popsicle
 Posted: Nov 9, 2019 00:00
 Subject: Re: Shipment stuck? Buyer does not respond
 Viewed: 73 times
 Topic: Problem
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popsicle (5710)

Location:  USA, Washington
Member Since Contact Type Status
Feb 21, 2006 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: ConstrucToys
In Problem, Alfiesbricks writes:
  When shipping orders I always make sure to trace them. Now one shipment to the
UK got stuck. It has been cleared by customs but it appears not to have been
sent on route with a deliveryperson. I contacted the buyer about this. He replied
once that he needed to pick-up from the postoffice. Since I've send a couple
of e-mails and Internal messages. I also send him the receit by e-mail And asked
for the current status. Unfortunately no response to any of this.

Anyone any suggestions on how to deal with this? Customer service is important
to us, but I do need the customer to response to my enquiries..

“Customer service is important to us, but I do need the customer to response
to my enquiries”

It indeed sounds like it’s very important to you. But the customer did reply
with what he needs to do, indicating that it’s out of your hands at this
point. Too many repeated unanswered emails after that, might just be an overreaction
that the customer may not appreciate.

Perhaps another member from the UK will chime-in with some insight as to the
possible reasons why the customer needs to fetch the package from his post office.
Is that common in the UK, would there be any fees owed, etc? Knowing may help
put your mind at ease, but it won’t move the ball further down the field.

Were it me, I’d just relax. You’ve done what you can for now.
 Author: iprice View Messages Posted By iprice
 Posted: Nov 9, 2019 04:52
 Subject: Re: Shipment stuck? Buyer does not respond
 Viewed: 44 times
 Topic: Problem
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iprice (406)

Location:  United Kingdom, England
Member Since Contact Type Status
Apr 15, 2018 Contact Member Buyer
Buying Privileges - OK
In Problem, popsicle writes:
  In Problem, Alfiesbricks writes:
  When shipping orders I always make sure to trace them. Now one shipment to the
UK got stuck. It has been cleared by customs but it appears not to have been
sent on route with a deliveryperson. I contacted the buyer about this. He replied
once that he needed to pick-up from the postoffice. Since I've send a couple
of e-mails and Internal messages. I also send him the receit by e-mail And asked
for the current status. Unfortunately no response to any of this.

Anyone any suggestions on how to deal with this? Customer service is important
to us, but I do need the customer to response to my enquiries..

“Customer service is important to us, but I do need the customer to response
to my enquiries”

It indeed sounds like it’s very important to you. But the customer did reply
with what he needs to do, indicating that it’s out of your hands at this
point. Too many repeated unanswered emails after that, might just be an overreaction
that the customer may not appreciate.

Perhaps another member from the UK will chime-in with some insight as to the
possible reasons why the customer needs to fetch the package from his post office.
Is that common in the UK, would there be any fees owed, etc? Knowing may help
put your mind at ease, but it won’t move the ball further down the field.

Were it me, I’d just relax. You’ve done what you can for now.

This is what happens typically in the UK -

The Post Office/courier may have tried to deliver but the customer was out/not
available. When this happens, the package is either delivered to a neighbour
or, as seems to be the case here, sent back to the local sorting office (or selected
location) for collection; a card would have been left by the delivery agent to
inform the customer that delivery was not possible. It's upto the customer
now to collect (or reschedule) the delivery. The Post Office/courier's agent
will hold the package for a couple of weeks if not collected before returning
it to the sender.

What I would say is that -

a) Collection is now upto the customer
b) If the customer has not complained, then what's the problem?
c) There's nothing you can do from your end.
 Author: popsicle View Messages Posted By popsicle
 Posted: Nov 9, 2019 06:51
 Subject: Re: Shipment stuck? Buyer does not respond
 Viewed: 41 times
 Topic: Problem
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popsicle (5710)

Location:  USA, Washington
Member Since Contact Type Status
Feb 21, 2006 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: ConstrucToys
In Problem, iprice writes:
  In Problem, popsicle writes:
  In Problem, Alfiesbricks writes:
  When shipping orders I always make sure to trace them. Now one shipment to the
UK got stuck. It has been cleared by customs but it appears not to have been
sent on route with a deliveryperson. I contacted the buyer about this. He replied
once that he needed to pick-up from the postoffice. Since I've send a couple
of e-mails and Internal messages. I also send him the receit by e-mail And asked
for the current status. Unfortunately no response to any of this.

Anyone any suggestions on how to deal with this? Customer service is important
to us, but I do need the customer to response to my enquiries..

“Customer service is important to us, but I do need the customer to response
to my enquiries”

It indeed sounds like it’s very important to you. But the customer did reply
with what he needs to do, indicating that it’s out of your hands at this
point. Too many repeated unanswered emails after that, might just be an overreaction
that the customer may not appreciate.

Perhaps another member from the UK will chime-in with some insight as to the
possible reasons why the customer needs to fetch the package from his post office.
Is that common in the UK, would there be any fees owed, etc? Knowing may help
put your mind at ease, but it won’t move the ball further down the field.

Were it me, I’d just relax. You’ve done what you can for now.

This is what happens typically in the UK -

The Post Office/courier may have tried to deliver but the customer was out/not
available. When this happens, the package is either delivered to a neighbour
or, as seems to be the case here, sent back to the local sorting office (or selected
location) for collection; a card would have been left by the delivery agent to
inform the customer that delivery was not possible. It's upto the customer
now to collect (or reschedule) the delivery. The Post Office/courier's agent
will hold the package for a couple of weeks if not collected before returning
it to the sender.

What I would say is that -

a) Collection is now upto the customer
b) If the customer has not complained, then what's the problem?
c) There's nothing you can do from your end.

Thanks, Ian.

Good to know, and not just for the OP

-Cory
 Author: Teup View Messages Posted By Teup
 Posted: Nov 9, 2019 08:04
 Subject: Re: Shipment stuck? Buyer does not respond
 Viewed: 25 times
 Topic: Problem
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Teup (4199)

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, popsicle writes:
  In Problem, iprice writes:
  In Problem, popsicle writes:
  In Problem, Alfiesbricks writes:
  When shipping orders I always make sure to trace them. Now one shipment to the
UK got stuck. It has been cleared by customs but it appears not to have been
sent on route with a deliveryperson. I contacted the buyer about this. He replied
once that he needed to pick-up from the postoffice. Since I've send a couple
of e-mails and Internal messages. I also send him the receit by e-mail And asked
for the current status. Unfortunately no response to any of this.

Anyone any suggestions on how to deal with this? Customer service is important
to us, but I do need the customer to response to my enquiries..

“Customer service is important to us, but I do need the customer to response
to my enquiries”

It indeed sounds like it’s very important to you. But the customer did reply
with what he needs to do, indicating that it’s out of your hands at this
point. Too many repeated unanswered emails after that, might just be an overreaction
that the customer may not appreciate.

Perhaps another member from the UK will chime-in with some insight as to the
possible reasons why the customer needs to fetch the package from his post office.
Is that common in the UK, would there be any fees owed, etc? Knowing may help
put your mind at ease, but it won’t move the ball further down the field.

Were it me, I’d just relax. You’ve done what you can for now.

This is what happens typically in the UK -

The Post Office/courier may have tried to deliver but the customer was out/not
available. When this happens, the package is either delivered to a neighbour
or, as seems to be the case here, sent back to the local sorting office (or selected
location) for collection; a card would have been left by the delivery agent to
inform the customer that delivery was not possible. It's upto the customer
now to collect (or reschedule) the delivery. The Post Office/courier's agent
will hold the package for a couple of weeks if not collected before returning
it to the sender.

What I would say is that -

a) Collection is now upto the customer
b) If the customer has not complained, then what's the problem?
c) There's nothing you can do from your end.

Thanks, Ian.

Good to know, and not just for the OP

-Cory

I agree with this. Notifying the buyer is all you can do, plus also providing
information on how things work. Explain to them that if it isn't picked up
in time, it will be returned to the NL, and then it will have to be shipped again,
for which the buyer has to pay shipping a second time.

As long as you've done these two things, you should have everything covered
and there shouldn't be a reason for the buyer to complain afterwards.

What to do if the buyer never responds anymore is another matter. You will probably
need to send a refund if there's no way to get the order to reach the buyer.
 Author: axaday View Messages Posted By axaday
 Posted: Nov 9, 2019 07:03
 Subject: Re: Shipment stuck? Buyer does not respond
 Viewed: 31 times
 Topic: Problem
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axaday (3974)

Location:  USA, Oklahoma
Member Since Contact Type Status
Jun 28, 2005 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store Closed Store: Axaday
In Problem, Alfiesbricks writes:
  When shipping orders I always make sure to trace them. Now one shipment to the
UK got stuck. It has been cleared by customs but it appears not to have been
sent on route with a deliveryperson. I contacted the buyer about this. He replied
once that he needed to pick-up from the postoffice. Since I've send a couple
of e-mails and Internal messages. I also send him the receit by e-mail And asked
for the current status. Unfortunately no response to any of this.

Anyone any suggestions on how to deal with this? Customer service is important
to us, but I do need the customer to response to my enquiries..

I keep tracking numbers on all of my orders, but quietly assume they will reach
their destination unless alerted by the customer. I don't think good customer
service requires you to watch the packages move or contact the customer about
whether they picked up their package. You put the order together, packed it,
and mailed it and as long as the customer doesn't contact you, I think you
have completed good customer service at that point.
 Author: Ben_W View Messages Posted By Ben_W
 Posted: Nov 9, 2019 07:14
 Subject: Re: Shipment stuck? Buyer does not respond
 Viewed: 35 times
 Topic: Problem
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Ben_W (183)

Location:  United Kingdom, England
Member Since Contact Type Status
Apr 11, 2010 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Ben's Bricks and Blocks
In Problem, Alfiesbricks writes:
  When shipping orders I always make sure to trace them. Now one shipment to the
UK got stuck. It has been cleared by customs but it appears not to have been
sent on route with a deliveryperson. I contacted the buyer about this. He replied
once that he needed to pick-up from the postoffice. Since I've send a couple
of e-mails and Internal messages. I also send him the receit by e-mail And asked
for the current status. Unfortunately no response to any of this.

Anyone any suggestions on how to deal with this? Customer service is important
to us, but I do need the customer to response to my enquiries..

The other problem may be the hours the buyer works and the opening times of the
Post Office depots.

I have the same issues. My local depot where i work opens from 9:00 until 13:30,
then again from 14:30 - 16:30. With the hours i work (and am out of the house
from 06:30 to approx 6pm every week day), getting there in the week is virtually
impossible, and most of the time, i have to collect at the weekend.

Maybe check on the status after this weekend but as others have said, if hes
acknowledged he needs to collect it, the onus is now on him to do so.....he will
have had a card through the door advising on where/how to collect it.

Thanks
 Author: Alfiesbricks View Messages Posted By Alfiesbricks
 Posted: Nov 9, 2019 08:04
 Subject: Re: Shipment stuck? Buyer does not respond
 Viewed: 44 times
 Topic: Problem
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Alfiesbricks (29)

Location:  Netherlands, Drenthe
Member Since Contact Type Status
Jun 13, 2018 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Alfiesbricks
Thank you for this input. I think I will leave it be then. When the customer
doesn't complain there is no problem runs like a red thread to the awnsers.
I think you might be on to something there. 😂 I will leave it as it is. When
the goods are being returned I will perform a refund minus shipping costs. That's
only fair. THANKS for the response!