posted on February 20, 2001 05:16:10 PM
OK, here goes...
Had a customer win an auction at the end of December for approx $120. In my initial email I quoted a price for US shipping/insurance, but my TOS was clear that international shipping was higher, so I expect the buyer to tell me if they are international (maybe that's asking too much?) In the third email from the buyer, they hinted that they were international. I say hint because they only mentioned some oddity about the spelling of a word in english, they didn't come right out and say, "I am from XXXX". So, in response, I took a chance and said, "I didn't know you were from XXXX...please know the shipping I quoted you does NOT include insurance, and will only cover letter post airmail." I went on to tell her I needed payment in such and such form, and she responded with "thanks for telling me." She also asked if I had a widget in black for sale, and I told her that I had a variety of stuff on my list and she could browse that as I don't do direct sales. To this she responded that she wouldn't be doing that as "auctions" weren't her thing. I mailed her package on 1/8, *after* she sent payment in a form other than what I asked for...I just wanted the transaction over.
Well, of course, as of today, she alleges that she hasn't received the package. I have proof of mailing, with my receipt from the post office, and have done everything to try to track it down (called Canadian post multiple times). She is asking if, at the 3 month point, I will refund 50%. Normally, I would...but something about this makes me uncomfortable. Maybe I'm just too close to it...so I'm asking, what would YOU do?
posted on February 20, 2001 05:33:34 PM
hmm sounds very strange to me. Is she so sure that she will not receive it in 3 months? I, (gut feeling here) believe that she in fact has received the package and is having some buyers remorse that she spent too much. She wants to gain some of the purchase price back. If it were me, I would write and tell her you intend to start an Postal Investigation, (to help her out of course) to locate her ummm *lost* package. Tell her in a very sweetly typed voce, "Be assured the Postal Authorities will do their very best to find out what happened to your parcel, and if someone took it, they will be prosecuted." Watch how fast that package shows up my friend! JMHO
posted on February 20, 2001 05:34:25 PM
Hi Julesy, With a purchase of about $120.00 your customer would most likely have to pay GST as it would go through Customs. So they must have a record if she received it or not.
I wouldn't refund anything and would check with Canada Customs or ask your customer to do that first.
posted on February 20, 2001 05:34:30 PM
This is just me, but IF I paid for something and honestly did not receive it, I'd be asking for a FULL refund. Not 50%. I'd go with my gut on this one, something doesn't feel right.
Teresa [email protected]
posted on February 20, 2001 05:38:00 PM
Never - Never - Never send international items without insurance or register mail. I did to Canada and it never made it. For that one I did not inlcude in my TOS that I would not be responsible if insurance was not accepted. Since the package did not reach it's distination - it ended up costing me the item price and postage plus the cost of register mail (around $8.00 for postage after everything was done to insure the envelope would reach it's distination). If you had in your description that you would not responsible unless insured - it was their choice to insure or not to insure- they are out of luck - as far as I'm concerned.
posted on February 20, 2001 05:41:36 PM
It was my understanding that Insurance on a package to Canada would not cover Loss...so how could insurance help if a package goes missing?
posted on February 20, 2001 05:42:08 PM
Hi Furkidmom, I already started a postal inquiry at the beginning of this month, but who know's if they will find out anything at all...and it could take months.
Hi Shaani, it's not traceable; I already tried/asked. Once it lands in Canada, it get's a new customs form, so the number I have from the US customs form is useless. According to my customer, customs is not holding her package, either.
posted on February 20, 2001 05:54:33 PM
I wouldn't refund the money. Sounds like she's up to something. Or else she'd be asking for more than half refund. When I had a seller screw me out of my money I tried to get back every penny, but didn't get anything. And you can forget the post office helping you out, because I had proof I paid for my item and they wouldn't even investigate mail fraud against her. Either way, you're not responsible for lost mail. I think she's trying to swindle you.
It does take about a month for a package to get somewhere in Canada, or it did with all of my sales there. I already anticipated waiting on the payment because I knew it was coming from out of country. It took 2 weeks for a simple envelope/letter to arrive to me.
posted on February 20, 2001 06:36:32 PM
If you mailed it on Jan. 08 there is still a good chance that she will receive it. You can just stall her week by week for now.
On a purchase of that amount there is a good chance that she will have to pay duty as well as GST so her local Custom's office would have a record of it.
posted on February 20, 2001 08:40:33 PM
Here I am.
Geesh Julesy, how do you get yourself into all these predicaments?
First off, I wouldn't refund didley do da at this point in time. Although it doesn't happen often, I've had packages get lost in the shuffle for much longer periods than yours. Just had one arrive today in NYC that was mailed on Dec. 20th. Who the hell knows where that one's been sitting for the past 8 weeks?
What did Canada Post tell you? As shaani has mentioned, on an item with that kinda value, the Canuck buyer would have to pay taxes, and most likely some duty as well. That being the case, the PO delivery person would have to get the buyer to sign for it, & pay the taxes when it was delivered.
I would give Canada Post the address & Postal Code of the high bidder & ask for the local PO's phone number. If it was delivered, there will be a record of it.
posted on February 20, 2001 09:05:53 PMplease know the shipping I quoted you does NOT include insurance, and will only cover letter post airmail
Sorry, just had to go vist the USPS site to get their spin on insurance etc. After reading the above portion of your post again, I'd say if the buyer decided against paying for insurance, she's SOL. I wouldn't refund her a penny, not even a Canadian one.
FYI - Parcel Post items can be insured for LOSS - DAMAGE - and RIFLING, so says the USPS web site.
Letter Post items need to be sent via Registered Mail [in order to be insured] & are also covered for LOSS.
Pretty much the same as In Canada, except up here we never rifle the parcels, so no need to offer coverage for that.
posted on February 20, 2001 09:26:04 PM
Heya Reddeer --
I tell ya, I don't know how some of these buyers/bidders are finding me, but I seem to be attracting all kinds lately... I will say, in my defense, that I have shipped a slew of packages to Japan lately, for major $ sales, and not one has gone missing!
I don't mind refunding all or some of the purchase, although she didn't opt for insurance or tracking, but I'd feel a lot better if I could be sure that it wasn't delivered. Plus, like you say, it could show up in 6 months, after taking a trip around the world. Soooo many variables.
I called a general-type number at Canada post and was advised to start the inquiry on my end, which I did, but my post office said that could take weeks to sort out. I think I will take your advice and call her actual post office...maybe I will even try to reach her *carrier*. Carriers, here at least, tend to remember the most minute of details.
Gotta love ebay...how else would I get to chat with all these goofy Canucks?
posted on February 20, 2001 10:05:07 PM
Ok, so we're a bit goofy up here, you would be too if your brain was frozen for 8 months of the year.
If you supply the Canada Post rep with the City/Town, Street Address, and Postal Code, they should be able to give you a phone number for the Postmaster for that area, which in turn can find out the Postal Letter Carrier that delivers to that address.
With any luck, the same person is still delivering on that route, and might remember that item. If not, the Postmaster should have some sort of record of the delivery.
P.S. Next time send it via Registered Mail, and tell the crazy Canuck they'll be SOL if they don't pay for it to be sent via that method.
I will say, in my defense, that I have shipped a slew of packages to Japan lately, for major $ sales, and not one has gone missing! 