Lost Shipment Policy?

[olimits7]

Hi,

I was wondering what type of "lost shipping policy" do you use for shipments that don't use a tracking number?

I guess for shipments with tracking numbers; it's a lot easier to see if the customer is telling the truth or not because I can check the tracking number online.

However, I'm running into an issue on what type of policy I should use on shipments that ship out with no tracking number.

1. Is there anything I can do to try to get verification that the customer didn't receive the product?
2. Or do I just have to basically go on their word?

Thank you,

olimits7

[tangor]

Why ship without tracking numbers or confirmation of delivery? Avoid the problem by nipping it in the bud!

[jecasc]

I was wondering what type of "lost shipping policy" do you use for shipments that don't use a tracking number?

Before you implement any "lost shipment policies" for untracked orders check the legal background and the consumer protection laws of your country and the country of destination. In many countries - to my knowledge for example the whole European Union it is not possible to convey the risk of shipping to consumers. So if you do not have a proof the customer did actually receive the parcel its your bad. The proof that you sent out the parcel is useless.

So before implementing any policies check with a lawyer if they are even valid. Or you can end up with a big loss, just because your customer insisted on saving 2 bucks on untracked or uninsured shipment and your shipping policy turns out to be worthless crap in the eyes of the law.

So to answer your question. We do not have a policy for untraceable shipments, because of two reasons:
1. The policy would be invalid anyway in my country and most of the countries I ship to.
2. We do not send out untraceable parcels.

The only reason to send out untracked orders would be if the worth of the items you send out is so low that you can take the risk of loosing a certain percentage of parcels.

[HRoth]

I use the USPS, so no tracking is possible on international orders unless people are willing to pay enormous amounts for international express mail (no one has ever been so far). I tell people this out front and that if the order is seized by their customs or lost in their postal service, I can't refund them. They are usually willing to risk it because they are buying something that is not very expensive. If the order is large, which is rare for international, I get a proof of mailing and I tell them that I have done that. It might be illegal to do this in Europe, but I am not in Europe.

In practice, if the customer claims non-delivery, I ask them to contact their customs department to see if it was seized. If they say their customs dept. did not seize it or they won't do that, don't know how, or are just really cranky, then usually I will refund them, but if I get 2-3 such claims from that country, I take it off my list of places where I will ship. Also in practice, if an order is seized and it is returned to me by their customs, I usually refund it, but I know that I can't ship to that country anymore.

[olimits7]

Yeah, I use USPS on international orders too and can't use tracking numbers.

At first I was thinking of offering "credit on account" if the shipment is lost. But now I don't think this is a good idea because I think it entices the customer to lie a lot easier about their "lost" order.

Because if they actually did receive their product; they could use that credit on a different product and it would be like free money.

I was thinking it would be better to write in the policy; if a product is "lost" in shipment that we will replace that product for the same exact title only.

This I think would reduce someone wanting to lie about actually receiving their order because they would only get the same product again.

olimits7

[jake66]

I sell fairly inexpensive products that are not a life or death required item, so applying tracking to each and every parcel isn't an option.

Typically, when someone complains non-receipt I treat each report on a case by case basis. If the customer is rude, threatening, etc. ("You'll lose a customer" or "I'm going to issue a chargeback") I more or less tell them just to wait for it, and if it doesn't arrive within x amount of time, I'll replace it.

Usually, they back off an I never hear from them again. (I like to hope the ones with fraud in their mind simply forget to report back!)

The odd time, someone will get back and say whether or not it's arrived. If they've got a calm and understanding attitude, I will send a replacement at my cost.

I find the angsty ones will usually do a chargeback no matter what, so there's no point in me replacing their item - then I'll lose 2 items + a chargeback & chargeback fee.

[HugeNerd]

I was thinking it would be better to write in the policy; if a product is "lost" in shipment that we will replace that product for the same exact title only.

This is how our policy is written; though we do not ship outside the US and have tracking on every single shipment.