Package still not delivered
Summary: spicytomnhl is seeking advice on handling a package delayed for five weeks after being shipped on time. While FedEx and USPS could not provide any updates, mam98031 suggested signing up for USPS tracking updates and filing a trace to potentially expedite the process. puremichigand questioned the effectiveness of filing a missing mail alert, while mam98031 emphasized the importance of maintaining customer service practices. inhawaii recommended issuing a refund and filing a missing package claim with the carrier, suggesting FedEx as the initial point of contact. chapeau-noir noted FedEx Ground's slow service, adding their experience to the discussion.
Hi, what is the proper way to handle a package that was shipped on time but still hasn't arrived 5 weeks later. I have been to FedEX and USPS (who per Fedex passed it on to) and both could not give me specifics on the location of the package, other then its on its way to the customer. Tracking has not updated in 5 days to confirm this.
Any advice is appreciated.
albertabrightalberta
·3 weeks ago · Edited@spicytomnhl
Let me understand......
You shipped by Fedex, right? And there was also a USPS tracking number because USPS delivered the second leg of the journey?
Did you drop the package at a Fedex location?
Or did you drop it at USPS?
Or did you hand it to your USPS mail carrier?
What does tracking show?
Please post tracking number(s)
puremichigand
·3 weeks agoRight away, you should send a message to the buyer and instruct him to file for an item not received.
chapeau-noir
·3 weeks agoFWIW, Fedex Ground is notoriously slow. I'm on my third week waiting for a package.
mam98031
·3 weeks agoHas your buyer contacted you @spicytomnhl ? Did they open a claim? If your buyer has not contacted you, do NOT reach out to them yet. That only invites problems. Do your research and gather information on trying to recover the package, but do not contact the buyer unless they contact you first.
inhawaii
·3 weeks agoDon't make the buyer wait too long.
At some point you will (and should) refund them.
Take up a claim for the missing package with the carrier.
I believe the claim would be with FedEx since they were the initial carrier.
Good luck.
mam98031
·3 weeks agoWait! I didn't realize the buyer contacted the OP.
mam98031
·3 weeks agoThere are things a seller should do immediately when they see that a package is not moving like it should. A seller should do this even if the buyer has not reached out to them with a delivery issue or filed and INR.
First go to USPS and call up the tracking number.
https://tools.usps.com/tracking/
Once you call up the information, now sign up for the UPDATES you can get via Email. This act alone for some reason will shake a package loose from time to time. IDK why, but it has been known to happen.
After you take care of this. Now go and file for a TRACE on the package. You can file these after your package is delayed more than 7 days.
https://www.usps.com/help/missing-mail.htm
If your buyer has NOT contacted you about a late delivery, do NOT contact them. Gather the info and try to get the package moving and delivered. Do not create a problem where none currently exists. You will likely pay a price for doing that. However if your buyer has reached out to you, be transparent and honest with them. Tell them what you see on the tracking and that you have filed for a Trace on the package. It will typically take USPS 48-72 hours to reach out with an update. Assure the buyer that you will keep them updated as you gather information. This will go a long way to keep the buyer calm.
puremichigand
·3 weeks agoWhy would submitting a lost item notification to USPS result in them shaking loose package? Wouldn’t that sometimes happen if you do absolutely nothing? Is the contention that you file something with the USPS and they send a team of folks to a distribution center to find the package? Seems to me that by the time someone files a missing mail alert that the package was bound to start getting tracking again regardless.
mam98031
·3 weeks agoLike I said, IDK why, but it often does. Still you should follow the rest of the directions too, not just the first part.
I mean if you choose to do nothing, that is your choice to make. I wouldn't recommend it because to be a successful seller for any long length of time here, you are going to need to provide good customer service.
I don't have anything to do with how USPS processes these reports. I can't tell you how many people, if any, are sent out to locate the package. Seems you are being a bit dismissive of the process instead of appreciating the information offered to you in an effort to help you and / or others. All I can do is share what my 26+ years of selling on the internet has taught me. You are welcome to accept or reject the information.
"Seems to me that by the time someone files a missing mail alert that the package was bound to start getting tracking again regardless." You would be incorrect. You are assuming something that you have absolutely no facts to support.
spicytomnhl
OP3 weeks agoThank you for your reply to my original question, I appreciate the time you took to give some insight from your experience. Im going to try your suggestion.