posted on July 25, 2001 10:20:23 PM
I have a customer who is emailing me that he didn't recieve the item he won. It has been over two weeks since I shipped the item. Do I have to eat the whole sale and reship an item? The last time this happened I offered to send another one as long as he paid the additional shipping and that turned ugly. I wound up refunding the item cost and he still wasn't happy but he went away. I don't want the same situation. What have you done?
[ edited by captian23 on Jul 25, 2001 10:21 PM ]
posted on July 25, 2001 10:23:11 PM
I say in the TOS that insurance is their choice. Once I've put it in the shipper's hands, it's out of mine. I have proof that I shipped it, end of story.
I automatically put the Delivery Confirmation on everything as backup. But if it's lost or damaged, it's not my concern.
That's what I state up front. Now I'm sure, as weak willed as I am, that I'd try to work things out -- if they handle it nicely.
posted on July 25, 2001 11:00:41 PM
The problem is that the item was only $5. If I had added all of that the shipping would have been as much as the Item. Thanks!!
posted on July 26, 2001 12:06:07 AM
I don't give the option of insurance and delivery confirmation on most items, it's included. If the item isn't worth the extra shipping expense I'd refund out of pocket. That's my method.
What carrier did you use to ship the item? If you used USPS, they state that they won't even start looking for packages until 30 days has expired from the date the item was shipped. I typically explain this to my customers, and lo and behold... the item usually shows up by the 3rd or 4th week. Two weeks isn't really enough time to start getting concerned when the post office is involved.
posted on July 26, 2001 06:05:45 AM
Since switching to Endicia.com for postage and u-pic.com for private package insurance, I always insure all packages. If they are less than $10 my cost and replaceable, then I may self insure, such as in your case. But, usually the package will eventually arrive but slow... So in your situation I usually will have self-insured and will tell the buyer so and to please wait 30 days, if the package did not arrive by then, I would send another or issue a refund... either way, you're not talking much money.
posted on July 26, 2001 06:16:23 AM
I always ship USPS and have had this happen three times. I go to the post office after two weeks and fill out a missing package form(a little tedious) and the package always shows up two-three days later.
If it dosent show after 30 days, I would probaly refund minus shipping and ebay fees.
I do state insurance is optional but recomended in my listings, so I havent really had an issue with this(yet)- I always keep my receipts and immediately scan and email to a customer when package appears to be lost.
posted on July 26, 2001 06:28:51 AM
My "flat" shipping rates include postage, delivery confirmation, and about 50 cents handling. I don't say what the shipping covers in my auctions, I just state the amount.
I then offer insurance for 60 or 70 cents. This is the difference between postal insurance and delivery confirmation. If the buyer pays this, the package is insured, but not dc'd.
I've gained two things since I started doing this. One is that I have a receipt for every package I mail. The second is that about 95% of my buyers now insure.
The only problem is first class mail, for which no delivery confirmation is available. I only have about one of these every few months. In that instance, I have to chance mailing w/out a receipt, but under no circumstances will I take PayPal unless the buyer insures - and I state this in my auction.
With all of the above, I won't pay on an uninsured item. I will assist the buyer in finding an item, filling out Postal forms, etc., but I'm really not in the business of giving away my inventory to people who won't fork out 60 or 70 cents to insure.
posted on July 26, 2001 07:30:16 AM
I am with Sadie. I NEVER and Highly Discourage first class shipping. If I can't trackit, I talk with the buyer via email BEFORE I ship to make sure they are fully aware I am NOT responsable for lost or dammaged items.
posted on July 26, 2001 01:54:05 PM
Given the small dollar amount, I recommend that you just eat the cost of a replacement or refund. It's simply not worth the headache and time involved arguing the point with the buyer.
If you resolve the problem, you'll have earned a new customer for only $5.00. Not a bad deal, if you take a long term perspective to doing business.
