posted on November 14, 2001 05:02:27 PM new
I sent a package priority mail on Nov. 5 with delivery confirmation. Just tracked it today (Nov. 14 )at www.usps.com and it still hasn't been delivered. Buyer says they must have the package by Saturday or they want a refund.
What should I do?
I sent exactly as the buyer requested, it isn't my fault the package is lost in the mail. Is it?
posted on November 14, 2001 05:14:26 PM new
No refund at this point unless you agreed to this.
I would write the buyer and give them the delivery confirmation number so they know you have shipped it in a timely manner, and suggest they check with their post office. As you may have read on similar threads, often the package is sitting there waiting to be claimed, the little postal slip having blown away or otherwise never seen.
Then tell the buyer that you will be filing a lost package tracer, and that until that is completed, you can't refund.
Of course, you can refund any time you want, but if it were me, I would just allow some time for the package to make its way to the buyer or back to you.
I believe you have 30 days from payment to deliver the goods by law, so take your time.
The buyer is already upset, but it really isn't your fault. You probably have a less than glowing feedback coming already, so I would just be as polite and helpful as possible without reducing your options at this point.
posted on November 14, 2001 05:24:03 PM new
wonder if they are not resellers?how many consumers who are buying for themselves would not want the item just because it may arrive a few days later than they expect?
i will just give them the dc number and ask them to folow up on it.
posted on November 14, 2001 05:37:48 PM new
First of all, it's too soon to believe that the package is lost. Priority mail delivery has been very erratic lately, with many packages arriving much later than expected. If the issue is genuinely a LOST package, your buyer should wait at least another week before getting too upset...especially if you have delivery confirmation.
However, if the customer is just complaining about how long the P.O. is taking, and says he/she will demand a refund if it doesn't show up on time, that's not your problem and you should explain that to the buyer. You mailed the item in a timely manner, and the P.O. does not guarantee priority mail delivery within a certain time frame.
posted on November 14, 2001 08:25:18 PM new
You have to decide how you want to handle this situation. This is what I do - Ive been on the receiving end of a no show package - I knew I paid for it (Paypal) And I was sure He sent it - Just never came after 12 days the seller Sent another package and gave me the confirmation #. It arrived in 3 days- I was Pleased because the seller was professional- understanding of my situation and sent a duplicate right away - He handled finding the lost package instead of dumping it in my lap. As a seller Ive had to deal with a similar situation 3 times- I handle it the same way. Professional direct communication - Provide my phone number and reassure the buyer he can call me direct for information - I provide Receipt date and shipping time and any tracking info - I ask them to give it a few days to turn up after which I will happily send a replacement and track the lost item myself. People appreciate this level of care. Even if you eat the lost item You cant buy the good advertisment you gain. Its a win win deal.
Best of Luck !
Ed
posted on November 14, 2001 08:35:20 PM new
I guess this goes back to the question who is responsible for the package after it leaves the seller? Did the seller offer insurance, if so did the buyer not want insurance. If this is the case I would think the buyer is responsible. If the seller didn't offer it then I think the seller.
When is the auction over? That is the question.
Priority Mail is really slow. It probably will show up. It's a waiting game.
posted on November 14, 2001 08:43:05 PM new
I can't send another item because what I sell has no doubles so I would refund the money. Happily I must say. If it happens that the package should return to me I would email the buyer and see if they still want it if not relist....If the buyer should receive the package I would just let them keep it.
posted on November 14, 2001 09:31:08 PM new
I thought I would add to this one instead of making another thread. This is First Class Mail I am talking about now.
I think it is a full moon. I have got 2 e-mails so far tonight wanting to know where their packages are. first one was from Canada, auction closed on the 9th, I have not received payment. Even if I had give me a break.
Another one from CA, Shipped on the 8th (Thursday) Where is my package? 4 days to CA from Midwest. I don't think so. It has been 7-14 and some 20 to CA from here.
I am finding myself getting a bit short tempered with these people. i also had 2 last week, I refunded their money caue they did not get it 7 days to the east coast. It was small change and told them to just keep it when it arrived, I would sooner be done with it than have them e-mail me everyday.
Explain that the mail is really quite unpredictable right now. Give the person the delivery confirmation number and tell them to wait a week or so for the item to show up.
LaneFamily
"Another one from CA, Shipped on the 8th (Thursday) Where is my package? 4 days to CA from Midwest. I don't think so. It has been 7-14 and some 20 to CA from here."
You aren't talking Priority mail are you?
I think that people are living in some fantasy world where the US Postal Service always delivers mail in a timely manner. Unfortunately we live in the real world.
[ edited by outoftheblue on Nov 14, 2001 10:56 PM ]
posted on November 15, 2001 02:54:32 AM new
I would give them the DC number and ask them to call their local post office. I have had 2 different packages lay waiting at the local PO until I gave them the heads up to check there.
As for 1st class, don't get me started! I mailed a package across town to a friend, wanted to surprise her with it. This was in July, it still hasn't made it!!!!
I could have driven it there in 20 minutes and it was something that cannot be replaced.
Nothing valuable, they just do not sell it anymore.
posted on November 15, 2001 08:09:52 AM new
postal clerks sometimes could key in incorrect zip code and the package will be routed in a different direction.not always the clerk's fault,it is not easy to decipher everyone 's handwriting.
posted on November 26, 2001 08:36:55 PM new
If it got routed thru NJ it may still be in quarantine since they just released some of our mail last week after scanning it - it was quarantined for about a month.
jpj
posted on November 26, 2001 10:11:18 PM new
If the seller offers insurance & the buyer doesn't want it then why should the seller be responsible if the package is lost.
What the buyer is really saying is, I don't want to spend 1.10, but I want you to be responsible if I don't receive this package.
The buyer saves 1.10 & then dumps the risk on the seller.
I always tell the buyer in my EOA email that I will guarantee what I'm selling, but will not guarante the USPS. If they don't insure, then they take the risk. Very, very few choose to insure in spite of this.
