Discussion Forum: Thread 270992

 Author: Mchaffir View Messages Posted By Mchaffir
 Posted: Jul 7, 2020 09:22
 Subject: Suggestion or best practice for lost package
 Viewed: 190 times
 Topic: Shipping
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Mchaffir (2491)

Location:  USA, Ohio
Member Since Contact Type Status
Oct 17, 2015 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Bobbys Used Bricks
Hello All!
I don't post much on here but I know you all help out and offer suggestions
all the time so I am just looking for some advice as to how I should handle something
new that popped up.

I shipped a package, USPS First Class. USPS failed to deliver/lost the package.
The buyer is now asking for a refund. While I feel a refund would result in not
receiving bad feedback, I also feel that once it left my hands it is no longer
my responsibility. I read through BL terms and didn't get much help there.
USPS doesn't offer compensation on non insured first class packages.

What would you suggest or what do you do in these situations?

Thanks for your help!
Bobby
 Author: tonnic View Messages Posted By tonnic
 Posted: Jul 7, 2020 09:32
 Subject: Re: Suggestion or best practice for lost package
 Viewed: 44 times
 Topic: Shipping
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tonnic (3502)

Location:  Netherlands, Noord-Holland
Member Since Contact Type Status
Sep 30, 2004 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Tons_of_Bricks
In Shipping, Mchaffir writes:
  Hello All!
I don't post much on here but I know you all help out and offer suggestions
all the time so I am just looking for some advice as to how I should handle something
new that popped up.

I shipped a package, USPS First Class. USPS failed to deliver/lost the package.
The buyer is now asking for a refund. While I feel a refund would result in not
receiving bad feedback, I also feel that once it left my hands it is no longer
my responsibility. I read through BL terms and didn't get much help there.
USPS doesn't offer compensation on non insured first class packages.

What would you suggest or what do you do in these situations?

Thanks for your help!
Bobby

Hello Bobby,

I think you should refund.
Not only, possible, by law if this is the same in the USA as in the EU but also
for other, more important reasons.

1) it is the best customer service you can give.
2) the buyer already asked a refund. If they want they can start a Paypal dispute
you will never win and you will lose your money anyway but now in a bad negative
way for the both of you.

So it is up toy you, to you want to go the easiest and most likely the nicest
way or chose the other road that leaves you with the same loss and a more negative
feeling?
 Author: Minifig_Central View Messages Posted By Minifig_Central
 Posted: Jul 7, 2020 09:45
 Subject: Re: Suggestion or best practice for lost package
 Viewed: 45 times
 Topic: Shipping
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Minifig_Central (1569)

Location:  United Kingdom, England
Member Since Contact Type Status
Dec 3, 2014 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Minifig Central
If you both agree that it's been lost then refund the buyer in full.

It is 100% your responsibility to see the package gets to the buyer. Whilst the
postal service lost the package it's still your responsibility. The buyer
does not have what they ordered. It's always good customer service to be
the bigger person rather than pointing blame.
 Author: psusaxman2000 View Messages Posted By psusaxman2000
 Posted: Jul 7, 2020 09:46
 Subject: Re: Suggestion or best practice for lost package
 Viewed: 37 times
 Topic: Shipping
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psusaxman2000 (74)

Location:  USA, Pennsylvania
Member Since Contact Type Status
Apr 19, 2020 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Bricktopulous
In Shipping, Mchaffir writes:
  Hello All!
I don't post much on here but I know you all help out and offer suggestions
all the time so I am just looking for some advice as to how I should handle something
new that popped up.

I shipped a package, USPS First Class. USPS failed to deliver/lost the package.
The buyer is now asking for a refund. While I feel a refund would result in not
receiving bad feedback, I also feel that once it left my hands it is no longer
my responsibility. I read through BL terms and didn't get much help there.
USPS doesn't offer compensation on non insured first class packages.

What would you suggest or what do you do in these situations?

Thanks for your help!
Bobby

IMO, you have to think about it as if you were the buyer, from your store,
or any other like Amazon. If you didn't receive your product, wouldn't
you expect some compensation, be it a refund or for them to ship to you again?
It's the down side as an online seller that you have to deal with, but on
the flip side, this should be a very infrequent thing. If they are asking for
a refund, that's in your best interest
 Author: jennnifer View Messages Posted By jennnifer
 Posted: Jul 7, 2020 09:47
 Subject: Re: Suggestion or best practice for lost package
 Viewed: 44 times
 Topic: Shipping
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jennnifer (2759)

Location:  USA, Illinois
Member Since Contact Type Status
Sep 8, 2009 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Old Grey Bricks
In Shipping, Mchaffir writes:
  Hello All!
I don't post much on here but I know you all help out and offer suggestions
all the time so I am just looking for some advice as to how I should handle something
new that popped up.

I shipped a package, USPS First Class. USPS failed to deliver/lost the package.
The buyer is now asking for a refund. While I feel a refund would result in not
receiving bad feedback, I also feel that once it left my hands it is no longer
my responsibility. I read through BL terms and didn't get much help there.
USPS doesn't offer compensation on non insured first class packages.

What would you suggest or what do you do in these situations?

Thanks for your help!
Bobby

You should definitely refund. You are responsible for delivery of your orders,
so you must be sure to insure packages above your personal threshold for risk.
Think of how you would want to be treated as a consumer. Luckily, lost packages
are rare.

Good luck,
Jen
 Author: cosmicray View Messages Posted By cosmicray
 Posted: Jul 7, 2020 09:55
 Subject: Re: Suggestion or best practice for lost package
 Viewed: 52 times
 Topic: Shipping
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cosmicray (3063)

Location:  USA, Florida
Member Since Contact Type Status Collage
Oct 1, 2000 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
View Collage Pic
Store: Cosmic Toys
In Shipping, Mchaffir writes:
  Hello All!
I don't post much on here but I know you all help out and offer suggestions
all the time so I am just looking for some advice as to how I should handle something
new that popped up.

I shipped a package, USPS First Class. USPS failed to deliver/lost the package.
The buyer is now asking for a refund. While I feel a refund would result in not
receiving bad feedback, I also feel that once it left my hands it is no longer
my responsibility. I read through BL terms and didn't get much help there.
USPS doesn't offer compensation on non insured first class packages.

What would you suggest or what do you do in these situations?

Thanks for your help!
Bobby

1. When did you ship it ?

2. Does tracking show anything ?

3. Was the destination inside/outside the USA ?

Nita Rae
 Author: leon112 View Messages Posted By leon112
 Posted: Jul 7, 2020 09:59
 Subject: Re: Suggestion or best practice for lost package
 Viewed: 38 times
 Topic: Shipping
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leon112 (1486)

Location:  USA, Rhode Island
Member Since Contact Type Status
Oct 30, 2008 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store Closed Store: A Quahoger's Shoppe
Does the tracking show where the package is? Also you might want to file a claim
with USPS to see where the package is? Sometimes if USPS is looking for the
package it miraculously pops up. You also didn't mention how long it has
been lost? Was it overseas which takes a lot longer. If you think that it has
been plenty of time to show up and hasn't then just refund. The bottom line
is that they will file a PayPal claim and win so why but the buyer through the
hassle.
 Author: agulus View Messages Posted By agulus
 Posted: Jul 7, 2020 10:05
 Subject: Re: Suggestion or best practice for lost package
 Viewed: 41 times
 Topic: Shipping
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agulus (1447)

Location:  USA, Illinois
Member Since Contact Type Status
Sep 27, 2013 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store Closed Store: Stefan Bricker
In Shipping, Mchaffir writes:
  Hello All!
I don't post much on here but I know you all help out and offer suggestions
all the time so I am just looking for some advice as to how I should handle something
new that popped up.

I shipped a package, USPS First Class. USPS failed to deliver/lost the package.
The buyer is now asking for a refund. While I feel a refund would result in not
receiving bad feedback, I also feel that once it left my hands it is no longer
my responsibility. I read through BL terms and didn't get much help there.
USPS doesn't offer compensation on non insured first class packages.

What would you suggest or what do you do in these situations?

Thanks for your help!
Bobby

When I have lost package in the US I fill missing package claim on USPS
and ask buyer if she/he can wait 2 more weeks. If package is not find
in 2 more weeks I offer full refund. I had already about 5 lost packages
in the US and all were find within 2 weeks. All buyers were ok with
waiting 2 weeks more.

I decided personally that I can handle refunds up to $50.00
Everything over $50.00 I'm sending using insured Priority Mail.
 Author: mach1baby View Messages Posted By mach1baby
 Posted: Jul 7, 2020 10:13
 Subject: Re: Suggestion or best practice for lost package
 Viewed: 56 times
 Topic: Shipping
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mach1baby (6763)

Location:  USA, Washington
Member Since Contact Type Status
Mar 26, 2011 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Everything StarWars & More
In Shipping, Mchaffir writes:
  Hello All!
I don't post much on here but I know you all help out and offer suggestions
all the time so I am just looking for some advice as to how I should handle something
new that popped up.

I shipped a package, USPS First Class. USPS failed to deliver/lost the package.
The buyer is now asking for a refund. While I feel a refund would result in not
receiving bad feedback, I also feel that once it left my hands it is no longer
my responsibility. I read through BL terms and didn't get much help there.
USPS doesn't offer compensation on non insured first class packages.

What would you suggest or what do you do in these situations?

Thanks for your help!
Bobby

How long has it been? I was visiting family back east 3 weeks ago, bought a large
collection and mailed it back. 3 of the 4 boxes were delivered within 3 days
but the 4th, largest box disappeared, until now. Just got notification from USPS
that the box just hit Seattle and I should get it tomorrow. So the mail system
is a little skewed right now due to Covid. Not sure if your package was domestic
or international.
 Author: brac.brick View Messages Posted By brac.brick
 Posted: Jul 7, 2020 21:06
 Subject: Re: Suggestion or best practice for lost package
 Viewed: 39 times
 Topic: Shipping
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brac.brick (693)

Location:  USA, Massachusetts
Member Since Contact Type Status
May 19, 2015 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store Closed Store: Brick & Brac
In Shipping, Mchaffir writes:
  Hello All!
I don't post much on here but I know you all help out and offer suggestions
all the time so I am just looking for some advice as to how I should handle something
new that popped up.

I shipped a package, USPS First Class. USPS failed to deliver/lost the package.
The buyer is now asking for a refund. While I feel a refund would result in not
receiving bad feedback, I also feel that once it left my hands it is no longer
my responsibility. I read through BL terms and didn't get much help there.
USPS doesn't offer compensation on non insured first class packages.

What would you suggest or what do you do in these situations?

Thanks for your help!
Bobby

Had a similar issue a few weeks ago - Package was taking forever to get from
Massachusetts to Michigan. Buyer waited 10 days and then asked about my policy
for refunds in case of lost packages. I submitted a "lost package" claim on USPS
(you need to give as much detail as possible, upload photos/ invoice ets.) and
2 weeks later it was delivered. However, I refunded at the 10 day mark. Yes,
there are lots of COVID-19 delays but it isn't really fair to the buyer that
their First Class Package took 3+ weeks to get to Michigan. I felt that it would
be a nice gesture, be the bigger better person as others have suggested. And
told the buyer to keep the bricks should they ever arrive. https://www.usps.com/help/missing-mail.htm
If it has been a week or more, I would just refund. You don't want the
negative feedback and likely the buyer will return to purchase from you again