Forum Moderators: buckworks
What should we do? Send another order, no questions asked to the customer? Launch an investigation with usps, wait for the response from them and move on from there? This might take a bit too long to do so. What's the standard practise? Should we even consider using another carrier?
For future shipments, if you use stamps.com, they will throw in free USPS package tracking. That way you'll get a little more assurance what the customer is saying is correct.
But 1 in 300 isn't a bad record.
In the future use Delivery Confirmation with your Priority Mail packages. You can at least check online to see if the parcel was delivered. This does not verfiy that it was received by the adressee, only that the carrier delivered the parcel.
Since adding Delivery Confirmation to our parcels 4 years ago we've only had two customers claim they didn't receive their order.
In this case, do I dispute with the customer and stand the risk of losing them? Its likely that they will request a chargeback. Will this be enough prove that they have received it?
I would think you might at least break even by resending the order and not risk the chargeback. If you think they're trying to defraud you, why not credit their card and move on? I try to waste as little time as possible when dealing with lost packages.
It's possible that they did not receive their order. By resending the order you stand a chance of retaining a customer.
I collect antique rifles as a hobby. I went to the post office after one had been over a week late in arriving. All I had was he Insurance number since the shipper had only insured it and not done the delivery confirmation so I had to go into the post office and have the check run there. They said it had been delivered five days before. I started freaking out at that point since it was supposed to be adult signature required per PO and ATF rules. I search everywhere hoping someone hadn't just picked it up and found it by my back gate under the eve of the house. I took it down to the main post office to complain to the post master and she had me open it there to check for damage since it had been setting outside in several light rains for almost a week. Luckily the shipper had wrapped it well and it was not damp so no rust. The Postmster said she would find out who delivered it and why it wasn't signed for. I don't think they were thrilled with the thought of having to pay out for an 1891 carbne and all the forms.
The Post Office will occasionally confirm deliver on a package that was actually delivered to the wrong address. Or, it won't fit in the mailbox and they'll forget to notify the customer that its in the parcel space or at the post office.
Usually what I do if I have a delivery confirmation but the customer hasn't received it is ask them to call their local post office and have them check with on the package. I tell them if the Post Office can't track it down within a day or two to give me a call back.
If still no sign of it (about 25% of the time), I'll resend using UPS ground - which has better tracing.
If I've got large orders that I can't afford to replace, I don't send them Priority Mail. Of course, those are typically wholesale orders which are shipped FOB, so if they get lost, its the buyers issue to sort out.
USPS signature confirmation is all but worthless. While the carriers that deliver to my work address are good about getting the signatures from me on deliveries, the carrier at home _always_ signs "signed for by carrier" on the outside of any signature confirmation/insurance packages that come when no one is at home.
1) Ask customer to reverify address again.
2) Take the initiative to call the post office and see if the package can be traced.
3) Ask the customer to check with family members, around the house and wait for a few days.
4) If package does not show up within a week. Ask customer if they want a refund or reship at no additional charge.
At all times, communicate with the customer either via phone or email. This way, they are informed and there are no surprises. Calling them has an additional advantage, you can gauge if the customer is honest or not.
Hope this helps. Anyone is free to add more to this.
btw, I have just spoken to my customer on the phone. He sounded a little suspicious. I have decided to refund him and not having to deal with him again.
I bought something off ebay and the seller sent USPS. My dumbass mail lady arrived when I wasn't at the house and accidently marked the package to be sent back to shipper... after 2 months I realized i hadn't recieved the package but it was too late to do anything. I'm guessing the seller just kept my money and his product. (It was only a few bucks).
