Broke a purchased item I packing for shipment

[toecutter72]

I broke an item as I was packaging for shipment.  The buyer has already paid.  I messaged the buyer to see if they wanted me to void the sale or if they would still like the item at a discounted price.  I haven't heard back yet.  My concern is that my perfect on time shipping rate will be hurt if I don't hear back today.   Not sure if I should just cancel the sale or if there is something else I can do to protect my "on time" score.  Thanks for thoughts

[fern*wood]

I would worry less about the shipping metrics than trying to make the buyer aware of the problem and satisfied with a solution.  So I would keep trying to reach them.

[mysalonsavings]

Doesn't matter. You will either get a shipping defect or a defect for not being able to provide the product or maybe both. 😏

[myjunqueyourtreasure]

I'd be more worried about an OOS cancellation (that's if you're going to be honest) rather than some stupid "perfect" on time shipping record.

What you should be doing is looking to see if you can source another to send to your buyer.

[turquoisetulips]

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@toecutter72 wrote:

I broke an item as I was packaging for shipment.  The buyer has already paid.  I messaged the buyer to see if they wanted me to void the sale or if they would still like the item at a discounted price.  I haven't heard back yet.  My concern is that my perfect on time shipping rate will be hurt if I don't hear back today.   Not sure if I should just cancel the sale or if there is something else I can do to protect my "on time" score.  Thanks for thoughts

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I  just begun to extend my handling times just for things of this nature . I'd wait another day to hear back from the buyer . If they don't reply  in 24 hours more  I would cancel  the sale  and let the buyer know why.  Tulips