This post is more about sharing my story and hoping to make some suggestions to the returns system; but I am of course accepting advice on how to handle this next time in case I made mistakes
A customer purchased an item from me and it was delivered thus:
*Handled and shipped with post office scans within 1 business day (yes I get in line no matter how long)
*3-5 days in transit
*Delivered to the customer on time by USPS on the last day of the guaranteed delivery at 2:26PM.
Here's the issue:
The customer opened up a return request stating "missing parts and pieces" a full 10 hours (like 4AM or something) before the final delivery tracking scan. Viewing it from the customer's point of view, I understand they wanted to open an "item not received" case, however they should not have been able to open a return request when tracking didn't even indicate delivery, or even a delay in transit.
What I'm saying is, if tracking doesn't show delivered, the only option available to the customer should be "item not received" and that too if it's beyond the guaranteed delivery date.
As a result, I did my best to communciate with the buyer but no reply. At the end of the 3 days I saw no option but to accept the return and provide a label, something that should not have been my only option in the first place.
As expected, the customer never returned and I closed the request today by emailing customer service.
When I spoke with customer service about this (before the famous phone customer service shutdown) they were looking at different timezones and I had to explain there is no timezone in the US that's 10 hours apart 😂 But while they understood the issue, they had no tools to be able to help.
Anyways, that was my unenthusiastic little rant.
Side-question, how do I contact the developers for site suggestions and error reporting? There is another error that bugs me to no end; if I have repeat customers and I message them, and on the next page I click on order details, it shows me their previous "delivered" transaction, not the recent one I just emailed them about. This can be a problem if they used a different shipping address this time. I can provide full click-throughs but this thread is about another issue.
mam98031 • Volunteer Community Member • Buyer/Seller since 1999
