Shipping refund or wait question?
Summary: kingsriverboy discusses a shipping issue where a customer's package, shipped via USPS, has not been delivered, and the customer requested a refund. bonanza125 advises against issuing a refund immediately and suggests submitting the tracking information in the case and contacting the post office for an investigation. stainlessenginecovers suggests that kingsriverboy should refund the customer, considering the package might have been stolen or lost, and the delay is too lengthy.
August 2 customer buys an item. Same day Aug 2 label created. This is all USPS ground Advantage tracking shows. Aug 18 customer contacts me to say this and asks for a refund. I only know I bought a label, put it in the mailbox, and nothing after this. Is it possible the mail system will still straighten things out and deliver? What are my obligations at this point as a seller. I offered the customer, I could send another item immediately since I have multiples in stock. They declined. Thanks
bonanza125
·2 weeks agoDid they file an "item not received" case against you? If they did submit the tracking number in with the case. The package is in a delay. What exactly does the tracking state? Do not just refund this buyer. You will lose the money and the item. Do not send another item out which you have in stock.
kingsriverboy
OP2 weeks agoThanks. Yes they first contacted me via "item not received" claim yesterday evening Aug 18. When I look at tracking this is all it says:
Sun, Aug 2
10:47am
Shipping Label Created, USPS Awaiting Item
EUREKA SPRINGS, AR 72632
Sun, Aug 2
8:47am
Tracking number provided
bonanza125
·2 weeks agoOk what happened was it wasn't scanned. Did you just drop this package off without a clerk scanning it? You need to start having a clerk manually scan the package. Dropping it off this could happen. What your next course of actions are two things. First submit the the tracking number to the case. Then contact your local PO manager and have them investigate this case.
stainlessenginecovers
·2 weeks agoOP didn't take to Post Office; they stated they 'put it in the mailbox'.
@kingsriverboy you need to refund the buyer. Item was stolen out of the box (if your own) or whatever. Either way, Aug 2 to now- too long. Refund.
kingsriverboy
OP2 weeks agoI don't recall the day specifically but it's at least 50/50 chance I put in the mail box vs went to post office that day. If you knew where I lived (extremely remote and crime free) you would have 100 percent certainty it was not stolen, whatever happened. Just odd. Everything is scanned when delivered, do they not scan when picking up? Anyway, thanks again... I'll refund the entire loss now.