posted on September 5, 2001 07:37:59 AM new
I mailed out a insured packed USPS regular mail on 8-30-01 and the Buyer claims that they never received it. She was quite upset stating that she "paid by Pay Pal and it was the longest amount of time she has had to wait for a purchase". The item is under $20.
I told her that we insure packages in case the unforeseen should occur and once handed to any mailing agencies such as Fed Ex, USPS or UPS, the item is literally out of our hands. I scanned the insurance certificate and sent it to her, proving that the item was mailed.
I was thinking of having her write a note to the postmaster stating that she did not receive the item. If she is committing fraud, then she is the once responsible since she put incorrect info in a letter to a gov. institution.
It surprised me that I would be blamed for the Post Office losing an item. I think this is a bit unreasonable. What do you all think I should do?
posted on September 5, 2001 07:43:14 AM new
Well, once you sent her a scan of the insurance form, she either calmed down, or she's just stupid.
My proofs of mailing have saved my butt and calmed down customers even recently.
One: a priority package never arrived from here in Central WA to Seattle. The buyer was very pleasant, waited the 30 days the PO requires, then got his money back.
Second: an annoying gnat like fellow kept hassling me over his media mail package (WA -->CA) until I emailed him a scan of the ins. When it finally arrived, he wrote "fast shipping!" in my feedback.
Just figure you're going to hear from her on a regular basis until it's resolved, and don't let it bug you.
posted on September 5, 2001 07:45:15 AM new
I can sure empathize with you on this one. But atleast you have insurance...I'd go ahead & process the claim having the money come to me and then, if the buyer hasn't charged back, send it to her. And block her ID from bidding on future auctions of yours!
I have one right now that I used the incredibly worthless DC which says it was delivered but the buyer, who is being a real jerk, says he didn't get it...BS! But the bottom line is that this idiot is going to do a chargeback so I can't do a thing about it.
Taught me one HUGE lesson...Don't bother with DC!
PS...When you file the ins claim, they will send it to her to complete and she'll have to sign it swearing that she didn't receive it.
[ edited by Triggerfish on Sep 5, 2001 07:48 AM ]
posted on September 5, 2001 07:48:47 AM new
It's pretty simple...go to your P.O. with your insurance receipt and start the paperwork for a lost package. I forget the exact sequence of events, but you'll get papers to send to the buyer at some point, and she will have to sign an affidavit that the package never arrived. Lying on a government form is not something most people feel comfortable about doing, and from what I hear, it's absolutely amazing how many of these folks suddenly "find" the missing package.
Possible alternative: the P.O. attempted delivery, left one of those yellow slips, and the slip was lost. The package could be sitting in her P.O. right now. I'd suggest she at least go down there and check it out before you start the paperwork.
posted on September 5, 2001 07:50:30 AM new
If you mailed on 8/30, it isn't even a week yet--and with a holiday in there...I can understand the buyer is disappointed, but I wouldn't be in a rush to refund or process insurance this quickly!
posted on September 5, 2001 07:54:42 AM new
Um. 8/30/01?
Today is only 9/5/01 and we just had a postal holiday.
If you sent it regular, first-class mail, I think we're being a little premature panicking (the customer). I've got a couple of Priority Mail items that went on 8/30 and 8/31 that still haven't arrived. But with DC I am tracking it with no problem.
Had a package ship to California early last month that got delayed in Atlanta for some reason. Kept watching the DC and it just sat there. Customer complained. I explained the situation, but she didn't seem thrilled. And then she was going on vacation!
Fortunately, the item was delivered the day after she left. Or unfortunately. I sent her an email letting her know it had arrived and she responding back saying it had not. I said check with whoever held you mail while away (she was gone about two weeks). She said NO DICE and started indicating that it looked funny from her end. She then started making all sorts of demands like mail me hardcopies of shipping information, etc. (FOR A $10 item!).
I responded that the good news was it was all electronic and gave her the DC#. Then I went ahead and called her post office. Talked to the clerk/postmaster who said she'd just spoken with the lady and that they didn't have it. But since the DC showed that it HAD arrived there and HAD been delivered, they had no doubts they had had it. Turns out some mail was left with a neighbor of hers.
Called back yesterday to follow up and sure enough, they'd found the item and the lady now had it. Has the CUSTOMER told me that she got it? Nope! Despite two follow-up emails, nothing. And she was so quick to insinuate that I didn't mail it. Oh well.
As for a chargeback -- it's not automatic. Once you prove the item was shipped and delivered, I don't think they can go ahead and charge you back.
posted on September 5, 2001 08:11:02 AM new
I shouldn't post before my second cup of coffee! The mailing date was 8-24-01. So, it is overdue. I mailed another package at the same time and it got there in three days. I was thinking of offering another of the same item or a refund. The post office will not let you file a claim until 30 days have passed.
posted on September 5, 2001 08:15:10 AM new
Ah! An extra week.
BIG difference!
Perhaps it was a hispanic mailman who delivered it and the customer didn't like that?
DISCLAIMER: THIS IS A REFERENCE TO daleeric's previous IDIOT customer who refused delivery because of the race of the crew. This is NOT a racist statement on my behalf.
I'd still give it another day or so (mail could get there today), but whatever steps you feel necessary to keep the peace with your customer are your call!
posted on September 5, 2001 10:07:23 AM new
Peiklk, you have a great sense of humor. That situation was definately one for the books.
I told this buyer to wait till the end of the week and see if she receives it, then we will proceed from there. I wonder if most buyers blame the seller for the package getting lost in the mail.
posted on September 5, 2001 11:00:32 AM new
It is too soon to worry about it.
It can easily take 3 weeks - insured mail travels slower.
It can be sitting in the back somewhere on a shelf. The carrier either forgot to give them a claim slip or it fell off somewhere. Ask the customer to go to P.O. and check with them.
Someone in the family received the item already and forgot to tell the buyer.
You cannot even do a claim yet. I think the waiting period is about a month before the post office will start the process.
