| Discussion Forum: Thread 270992 |
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| | | Author: | Mchaffir  | | Posted: | Jul 7, 2020 09:22 | | Subject: | Suggestion or best practice for lost package | | Viewed: | 190 times | | Topic: | Shipping | |
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| 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
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| | | | | Author: | 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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| 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
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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?
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| | | | | Author: | 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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| 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.
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| | | | | Author: | 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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| 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
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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
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| | | | | Author: | 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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| 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
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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
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| | | | | Author: | 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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| 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
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1. When did you ship it ?
2. Does tracking show anything ?
3. Was the destination inside/outside the USA ?
Nita Rae
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| | | | | Author: | 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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| 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.
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| | | | | Author: | 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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| 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
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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.
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| | | | | Author: | 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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| 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
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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.
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| | | | | Author: | 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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| 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
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USA, Ohio
Netherlands, Noord-Holland
United Kingdom, England
