Lost International Shipping
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Anyone encountered a shipment lost somehow...somewhere? I usually ship via USPS, my local post office engaged them to post international mails.
Just want to find out how you all deal with lost shipments, even i have a non-refund policy, but the customer kept wanting a refund.
I've lodged a complain to my local post office and they can't help much too...
What a headache...
Btw: i ship my items in registered, though i can track the item but all i can see is it's reached the country...
Posted at 6:59 am May 29, 2012 EDT
I ship registered to the US and a couple of times that I had delayed items I asked the customer to fill in the postal inspectors form that PeRaP recommends. It works really well! I recommend that you use it. It is not only for local mail in the US.
Registered mail is not complete track and trace. In your post office site you will see when it leaves the country. Afterwards you need to go to the post office of the country where the item was sent to.
If your item was shipped to the US, my experience is that sometimes they do not scan packages and you won't get any information until it reaches the customer.
Posted at 9:20 am May 31, 2012 EDT
I have a lost pack experience in US. Firstly I had filled a form on USPS website and had no any response. Then I fill inspection form. My pack has been founded and delivered my customer after two months and a week of shipping date. It works well as Maria wrote, especially if the receiver/customer fills it out in US.
Good luck to all!
Posted at 6:26 am Jun 1, 2012 EDT
Thank you all for your replies~
I posted this item on 25 April, and i reported lost package on 17 May to my local post office. That's 22 days after i've posted it. My local post office told me packages usually needs 6-12days for shipping to US. Usually by that time my customer would have recieved it.
I had a few complains of packages not showing up but i ask them to check with their neighbournood post office and check if the package was delivered but no one was home so they brought it back. Some people told me that if no one was home to receive the item, the postman will leave a note to the owner to collect the package in their post office, but my cases were not...
I'll go and try out USPIS, looks like a long form to fill up~ I really hope it helps~! It sadens me to see my package got lost... cause all packages are customised...
Btw, so it's a no no to no-refund policy?
For the refund policy, what do you usually put?
Posted at 11:48 pm Jun 2, 2012 EDT
With my experience: I had refunded it because of no delivery in a month. it was not my customer's fault. My customer has paid it again me when the pack had been found and delivered her.
I prefer ethical opinion as a seller, not pragmatic.
Posted at 4:41 am Jun 3, 2012 EDT
I think any customer can expect to either get a) your package b) a refund or c) a replacement. It only seems fair....even if it is completely not your fault if the package goes missing. That's how I run my shop. Occassionally, I've had packages go missing- but usually, they are just late. I always assure customers they will get a refund or a replacement if their package goes missing (but if they think it's missing, I usually encourage them to be patient for international shipments). Every once in a while, I have to send two copies of something (at my expense). Though I am loosing money, it's worth it for the good feed-back and happy, more likely to return customer. Also, I would agree with PRP that it's the ethical choice.
Also, on one occasion a customer received the package and the replacement and she volunteered to pay for the 2nd package too!
Posted at 7:06 pm Jun 6, 2012 EDT