posted on July 29, 2001 01:15:10 AM new
Hi Everyone!
I sent (3) SCSI hard disk drives, (computer equipment), to a buyer via USPS Priority Mail on the 19th and the buyer has yet to receive.
He emailed me asking what the deal was and I called USPS after checking to make sure the Delivery Confirmation showed not yet delivered on usps.com. They forwarded the issue with all info. to the postal inspector per their normal procedure.
Apparently if they lost it, (btw it was double boxed and well sealed) I have to wait 30 days after to make a claim on the insurance. I mistakenly insured for $100 instead of the $200 the buyer paid for which is unfortunate.
I was told to call back in 2-3 business days to see if any progrees was made on finding it. My question is how do I handle this sensitive issue with my buyer? I have emailed him all the info. I have at this point but if he asks for a refund I have to politely refuse until after that 30 days, no?
If I refund him prior to that 30 he might get it and I might be out of the item and not have a claim.
Can anyone tell me how to handle this issue or give any useful advice? This is my first issue of this nature. I am thinking that perhaps I should ship UPS exclusively from now on any thoughts on that?
posted on July 29, 2001 03:55:35 AM new
As difficult as it might be, I don't think you should be expected to give a full refund while the issue is still pending with the Post Office. Especially since the package is only overdue by a couple of days (it wasn't officially "late" until it wasn't delivered on Monday 7/23, right?). If the buyer hasn't already inquired about a refund, you could take the "offensive" and email the buyer that the post office is investigating and as soon as the P.O. agrees the item is missing and settles the insurance claim you will send a full refund. That way you are not responding to a request for the buyer, but telling the buyer what is going to happen. Much better position to be in, I think...puts the burden on the buyer to be "unreasonable".
Gerald
"Oh but it's so hard to live by the rules/I never could and still never do."
posted on July 29, 2001 09:21:18 AM new
Wait the 30 days, it will usually show up eventually. I had one package sent PM and it showed up 3 months late!
If it doesn't show up, either replace the merchandise or send a refund. I usually try to send a replacement if possible and I wait until I get the claim settled which takes months sometimes.
posted on July 29, 2001 09:46:40 AM new
Don't refund until you receive the insurance proceeds. The buyer will be required to sign a form (under penalty of mail fraud) that the item wasn't received. Not much incentive to sign the form if you've already sent the refund.
posted on July 29, 2001 10:41:38 AM new
I ship several hundred things a week, many via Priority. I can say with certainty that the service is "far" from consistent, and "not even close" to always being 2-3 days.
Sit tight and wait. I've had Priority take SEVERAL WEEKS to arrive. 10 days is "nothing" (LOL). I see that with at least a few each week! It's a small percentage, but happens a LOT more frequently than it should IMHO.
At least the USPS pulled those commercials that compared their "2 to 3 day service" with UPS and FedEx GUARANTEED 2 day service. I was ROTFL when they started airing those. If I had something that HAD to be somewhere in 2-3 days, there's 0% chance I'd send it Priority
The only real benefit of Priority over 1st class are the free boxes! When (not if...) they take that away, I'll probably go back to UPS or FedEx ecomony.
posted on July 29, 2001 10:42:02 AM new
In over two years and hundreds of packages, the only one ever lost was going overseas. Your package is probably sitting in the destination post office and I bet the PO finds it.
