I sell mostly books, and most go Media Mail. At least a month ago I started saying up front in my email that I can't refund for non-delivery. I encourage Delivery Confirmation, esp. for West coast customers. That does little but demonstrate that I did mail the package, which is usually the question I get when it doesn't show up. I guess I could try to sell insurance instead, but it costs more, and most of my media mail buyers are looking to save on shipping, not spend more.
I now have a CA customer who hasn't gotten their book and it's been a month. He didn't get DC. I went ahead said I'd refund the purchase price. I guess I"m a wimp. I feel that I sent the package as the buyer requested, and it's not my fault if it doesn't come. I've tried asking the PO to trace a Media Mail package but they said they wouldn't do it.
Any ideas? Just write it off as a business expense? Refund and hope he'll pay me again when it shows up?
posted on May 17, 2001 02:41:51 PM new
I think the official line on media mail is delivery anytime between 4-8 weeks, although it usually gets delivered a lot faster. If he hasn't received the book in another month, and his feedback is good (no evidence of scamming), I'd refund for good customer relations - and I'd start requiring the dc on everything I ship!
posted on May 17, 2001 02:42:10 PM new
What about trying to stall a little longer and see if it shows up? Reassure your buyer that if it doesn't within a given period of time then you will issue a refund. ?????
posted on May 17, 2001 03:00:24 PM new
I'm having the same problem with media mail that goes through California. Not only is it taking a long time, but they aren't scanning the Delivery Confirmations. Had packages go out on 3rd & 4th which still show when they hit Des Moines - their first stop on the 4th & 5th. Had an earlier one going to Hawaii, which I know had to go through California, but no DC information until it hit Hawaii. I'm hoping it's just because of their power shortage out there that's causing everything to take so long. I think it's almost more nerve racking to have the DC on the package and watch it not going anywhere then to just send it out and not think about it unless a buyer says they didn't get it. Only had that happened once to me in three years.
posted on May 17, 2001 03:05:15 PM new
i am requiring dc or insurance ....not worth the risk to save the buyer .40
in your case if it dose not show up I would refund.
posted on May 17, 2001 04:09:49 PM new
If the buyer won't protect himself by paying for insurance, then the seller should protect HIMSELF by paying for the DC.
I can't see why the buyer should spring for the DC. In some cases when my buyer won't pay for insurance, I do it myself!
posted on May 17, 2001 04:23:59 PM new
About a year ago I sold a book to a man in Missouri. He paid promptly and had good feedback. Wanted it sent book rate, not insured. 30 days later he said he had not received the book. Book was $15.00 so I sent him a refund on it. Exactly 90 days later he emailed me and said the book had arrived and that he was sending me payment, which he did. You just never know about book rate.
posted on May 17, 2001 04:24:30 PM new
Keziak...on my books, when I have a customer who emails saying they haven't recieved their book I just explain to them that media rate is bottom priority and although usually it gets there in about the same amount of time as first class sometimes it can take quite a while. I always suggest we give it a little longer before we begin to worry and ask that they keep me informed. Almost everytime the book shows up within a few days.
If it looks to me like it is lost I refund. I don't use DC...but I do add insurance to books that sell for over about $20, at my expense. I do this because I charge a flat $2.50 for shipping a book (heavy books will get a higher charge). On most books this is more than the postage and packaging so the extra covers those times I feel I should insure.
posted on May 17, 2001 04:59:05 PM new
HI Capotasto - I can recall a few times on a pricey item when I've bought insurance myself, too. But the thing is, I'm one of those sellers making about $5 profit on the vast majority of my sales, so routinely paying for DC or insurance out of my pocket doesn't seem to make sense.
I guess if I don't have the spine to say "no refunds for non-delivery" and stick to it, I need to figure out a new strategy or just pay out the refund. I did have a guy in Pennsylvania earlier this year who I refunded after several weeks. He sent me the money a second time when the book arrived. But there was also the guy I refunded in CA and never heard from again.
posted on May 17, 2001 05:18:57 PM new
capopasto:
"I can't see why the buyer should spring for the DC. In some cases when my buyer won't pay for insurance, I do it myself!
using that logic why should the buyer spring for shipping ?
I just add dc to the shipping total on small items on mid range 'i offer insurance or require dc on high end or fragile I just quote insurance right in with shipping costs....shipping is$xx.xx insured.
I have ahd no complaints ....If the buyer emails and asks when item shipped I can check usps website enter dc # let customer know where the item was last scanned provide him with a link to usps website along with dc #
The way I see the buyer is benifiting
Think about it a dishonest usps employee is less likley to mess with a package that is tracable.
