USPS has messed up the shipment of a package and I have no idea what to do!!

[rustictrollop]

Hope someone here can help with this.  My stress level is through the roof.  I sent out a Buyer's items on Nov. 14/17, with guaranteed 4-7 day delivery.  I checked the address on eBay & PayPal...they matched.  I've been following the tracking progress, as the Buyer wanted her package by the 25th of Nov.  It was going to Winston Salem, NC, and arrived in Greensboro NC on Nov. 19th.  For some reason the tracking shows that the package was re-routed to a "new address" and ended up in Walnut Cove, NC, then was sent back to Greensboro.  I have no idea what is going on!!  I sent a message via eBay to the Buyer to alert her and to contact me, hoping she could shed some light on the "new address" info.  She contacted me and it appears she is now **bleep** off...rightfully so.  I have NO IDEA what I am supposed to do now, as the package is bouncing back and forth between two postal stations, which makes no sense, and not being delivered to the Buyer.  Here is the tracking info off the USPS site:

November 23, 2017, 9:43 pm 
Arrived at USPS Regional Facility 
GREENSBORO NC DISTRIBUTION CENTER  
Your item arrived at our USPS facility in GREENSBORO NC DISTRIBUTION CENTER on November 23, 2017 at 9:43 pm. The item is currently in transit to the destination. 

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November 23, 2017, 5:19 pm 
Departed USPS Regional Facility 
GREENSBORO NC NETWORK DISTRIBUTION CENTER  

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November 23, 2017, 9:16 am 
In Transit to Destination 

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November 22, 2017, 9:42 am 
Forwarded 
WALNUT COVE, NC  

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November 21, 2017, 6:55 am 
Arrived at Unit 
WALNUT COVE, NC 27052  

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November 20, 2017, 9:22 am 
In Transit to Destination 

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November 19, 2017, 8:22 pm 
Arrived at USPS Regional Destination Facility 
GREENSBORO NC NETWORK DISTRIBUTION CENTER  

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November 19, 2017, 9:35 am 
In Transit to Destination 

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November 18, 2017, 9:35 am 
In Transit to Destination 

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November 17, 2017, 9:35 am 
In Transit to Destination 

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November 16, 2017, 9:35 pm 
Arrived at USPS Regional Facility 
CHICAGO IL INTERNATIONAL DISTRIBUTION CENTER  

So basically, the package is in the right state, but not getting to the right address.  The post office I use always checks the delivery addresses while processing the packages to make sure they are legit.  I now have to deal with an increasing upset Buyer, and a package that is in limbo.  Any suggestions would be helpful.  Thank you!!

[ed8108]

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@oleander1993 wrote:

I know this is frustrating. I sent a package to a Louisiana city. It went to Baton Rouge and then somehow was routed to Memphis. Crazy. If you do get a neg, try calling eBay if the buyer feedback attacks you for it arriving late. The USPS tracking should show eBay you are not at fault and maybe eBay would remove it. I had an item bound for Boston get delayed and routed through Arizona....and the buyer never said a peep. Some things you can't control and hopefully your stress will be alleviated. I wish you well.

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Once a package has been placed into the Care and custody of USPS, the seller has lost all control over the mail article.

Buyers must recognize when a mail article is delayed, misdirected, scans are not timely or inappropriate, etc, there is nothing that the seller can undertake to correct the situation. Perhaps ebay should consider advising buyers to direct their frustration and complaints not to the seller but directly to the carrier.

This would hopefully result in service

Improvement.

[rustictrollop]

The buyers receiving PO would have any change of address or forwarding information on file.

Google their phone number by the zip code you mailed to, ask for a supervisor. (no 800 number)

*If* the buyer has a forward on file, ask the PO to send you that info via email.

Then I would forward that info via an ebay message to the buyer to explain why their package is delayed in a polite manner.

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I attempted to Google the zip code, and all that came up were some pics of the Buyer's house on Zillow, but no relevent info like dates or listing info, just 3 pics of an empty house (which I know was/is hers from a previous Google maps search.  I've been trying a number of ways to get info but nothing is working.  Can you please explain some details about how to refine the Google search, please?  Thanks!

[castlemagicmemories]

OP, you can sign up online for email updates on the tracking.  This often gets things sorted out.

[creoleorchid]

I agree. And I never compare eBay address with Paypal address. It doesn't matter if they don't match, all that matters is that you ship it to the address on the payment transaction.

The only time I ever contact a buyer with a delivery issue is if the pacakage gets scaned as Notice Left and has been sitting at the P.O. for a few days. Sometimes the notices do not get left or they get blown away and the buyer never sees it.

[rustictrollop]

OP, you can sign up online for email updates on the tracking.  This often gets things sorted out.

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I signed up for the tracking updates last night, now I am getting constant status updates.  Thank you!!

'Sorted out' for me at this point will be a satisfied Buyer, with her items in hand, who has no further agenda.  A Seller can only hope....lol

[slati_2013]

Yep, this has happened to me as well. It is almost as if the Post Office knows which mail is very important and decides to mess with you. I purchased something and needed to send a money order. before a certain date. Up to this point I have had almost no issues with Priority Mail. However this important mail arrived at the destination in California, and then somehow ended in Illinois and then finally two weeks later finally made it to its destination back in California.

Thankfully the seller was very understanding and waived the deadline. So yes, your mail will get there. But it may take a couple of weeks. And no, unless you are using Express Mail, never guarantee anything. Even Express Mail is not guaranteed. 

[omgitlightsup]

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@ed8108 wrote:

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Once a package has been placed into the Care and custody of USPS, the seller has lost all control over the mail article.

Buyers must recognize when a mail article is delayed, misdirected, scans are not timely or inappropriate, etc, there is nothing that the seller can undertake to correct the situation.

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Buyers will be unlikely to understand this as long as eBay keeps telling them otherwise and holding sellers accountable for the delivery date.

[muttlymob]

*If* the buyer has a forward on file, ask the PO to send you that info via email.

Are you suggesting that someone at the post office should give out a buyer's forwarded address?

Not gonna happen.  Or at least it should not. 

[rustictrollop]

Just wanted to post an update on the situation regarding the "missing" package.  It was successfully delivered early this afternoon, and thanks to an earlier suggestion that I link up with USPS for updates, they informed me via email the moment the package was left on the Buyer's porch.

The Buyer did message me that she was happy and satisfied, but says that the address written  directly on the box was "transposed" from the shipping label, which was correct actually correct ...whatever that means.  Since I wrote the address on the box, I let that "sleeping dog" lie and didn't push for further explanation.  I double and triple check the addresses /codes for every shipment, then have the postal outlet folks do the same to catch any potential errors (they humour my OCD shipping tendencies).   From now on, I will take a picture of the parcel before I send it so I have further proof (she never did answer my question about the change of address, so who knows).  She got her stuff, that's all that matters, and says she will leave "positive" feedback....not sure why she used the commas.  So I will wait until I see that feedback in case it's actually a soft negative before I respond in kind.

A million thank you's to every person who jumped into this thread to offer advice, suggestions, encouragement, and personal experiences.   I am much wiser now thanks to all your help.  That is why I come here first whenever there is an issue that I am at a loss to deal with.   At least this community is one thing that eBay hasn't messed with too much over the many, many years I've been a Seller.  It's the first place I checked in with when I started back up on eBay.  And I visit daily because there is always something new to learn.  Thanks again for EVERYTHING!!!!

[pjcdn2005]

@rustictrollop

I’m glad that it all worked out.   🙂

I am in Canada as well and would like to make a suggestion. You list your shipping method as expedited from outside the US which means that your US buyers are given an estimated arrival time of 4-7 business days.  That includes your handling time of 3 days so in reality eBay is  quoting  an arrival of 1-4 business days after shipment.  Even if you ship the day after payment, 4-7 business days isn’t always realistic, especially during the holiday season.  

It looks like you use Tracked  packet which CP gives an arrival estimate of 6 business days so you might want to consider switching the shipping method as ‘standard shipping from outside of the US’ which would show your buyers a longer estimate  I have 2 day handling and standard shipping from outside....shows as 6-12 business days. That works out fairly well for me but your situation/opinion may be different.

Question - as a Canadian seller why don’t you ship to Canada?  Just curious...

[rustictrollop]

@pjcdn2005

So nice to hear from a fellow Canadian Seller!!  So many complications in my answer to you, but I'll try to explain....lol.

I use both Tracked Packet AND Expedited shipping, since they both include tracking/insurance.  I used to ship only expedited until the CPC folks said I could save my Buyers a bit on the bottom line.  Having the Venture Card discount helped...unfortunately it does not apply to Tracked Packet.  Darn.  Anyway, I only use TP when the whole package is under the weight allowance, and yes it does take a couple of days longer, but so far, until the above incident, shipments have arrived well within the given time frame.  As someone accurately stated in one of the previous posts, all bets are off during the Christmas season!!  So now, I mention that in the first post-sale note I send to Buyers...that the shipping time frame given is just a "suggestion" because, 'tis the season and all that.

For some reason, eBay hasn't been including my handling time in the overall shipping time, that I've noticed.  Usually once a sale is complete, they give me a "ship-by date", and I usually ship within 24 hours, unless it's the weekend.  So far my shipping rating is at 100%, even with anomolies that sometimes have occurred.

When I came back to eBay after many years away, I realized that all the shipping options to outside of the U.S. had changed.  I struggled for a whole week, talking to CS for hours on end, trying to figure out how to do just what you suggested 'standard shipping from outside of the US', but for some reason, it wouldn't allow me to.  I have tried dozens of different ways to get it to work, but the system keeps rejecting my choices.  My niece started up on eBay recently, and did the same thing, but it worked for her!!  Based on what you've suggested, I will give it another try.  Are you listed on the .com site or the .ca site?  I'm on the .com site and always have been, dealing in US currency,  which might affect my ability to input information.

Yes, I do actually ship within Canada, and I have a prominent note at the very top of each listing stating that I do.  The odd time Canadians will buy from me, but it's mostly US Buyers, which I'm fine with.  From experience I've found that Canadian Buyers are super-picky, usually want to haggle over listing prices, and ALWAYS complain about the shipping rates, pretty much since I started on eBay back in 1998.  Americans rarely give me a hard time, and to be honest I prefer them as Buyers, and the US market is so much larger to boot.

Thanks so much for your input and suggestions!!  There is actually a dedicated Canadian board on the .com site, but it's a very lonely place as there are only three of us Canucks on it.  All the action seems to be on this board...lol  From time to time, other Canadian Sellers will find me via listings, and we chat about "stuff" through the message center.  So wonderful to hear from you!!

[pjcdn2005]

@rustictrollop

Ebay does put include your handling time in the overall shipping time.  When you are working a listing, if you go to the shipping area and open it to see the options, you'll see the estimated time for expedited from shipping outside of the US is 1-4 days.  You have a handling time of 3 business days which is why your listings estimate delivery in 4-7 business days.   If that's working for you that's great.   I would rather buyers think that it is going to be a bit longer for the package to arrive and then they are pleasantly surprised when it arrives earlier than expected.  That's why I use the standard version of what you use.  Under promise and over deliver.... 

I list on both sites but most of my .ca items are more Canadian related. I'm aware of the .ca boards and I post there quite a bit. Yes these  boards are busier but there are a few more than 3 people who post on the .ca boards. lol   I find that it's better to ask on the .ca boards rather than customer service for anything Canadian related such as shipping. Customer service often can't answer US questions, they definitely are not familiar with Canadian specific  problems.

Are you printing your own labels and if so, which site are you using?  Shippo does have a few more discounts on expedited, small packet and tracked packet as compared to using Snapship or going to the counter and using Venture One which now called the small business rate.

I don't know how much you would sell to Canadians if you had your listings set up to show shipping but you would probably sell more than you do now.   Right now, your listings don't come up on .ca at all because you don't have shipping set up for there and the only way that I could see your listings on .com was to change my address to a US one.  So in most cases, Canadians won't see your listing. It  does take some imagination to set up shipping for Canadians on .com because of the different rates throughout the country.  As most of my Canadian buyers are in Ontarion I base my shipping cost to there. If someone from BC buys from me, it costs me less and if someone from Quebec buys from me, it costs a bit more but it averages out. That works well for me but I'm in Alberta...it wouldn't work quite the same for you in Ontario.

Good luck with everything!

[rustictrollop]

@pjcdn2005

You made a lot of excellent points.  I also believe in 'under promise and over deliver'.  I live outside of Toronto, and fortunately that puts me within an hour of the main CPC distribution plant in Mississauga, Ontario.  So once mail is picked up here at 5 p.m., it's sorted, cleared, and on its way from the hub to the airport nearby within 12 hours, sometimes sooner.  It's usually cleared thru the Chicago main hub customs within 24.  Amazing how quickly it all works.  The only other time I've ever had a problem with shipping, is when it was a local buyer who lived 1 1/2 hours away from me.  Her package went missing for two weeks and nightmares ensued trying to locate it.  The CPC tracking is pathetic compared to the USPS system.

Agreed that the CS for eBay can't answer most questions that aren't scripted replies.  When trying to help me set up shipping, only one of the five CSR's I dealt with knew that Canada was not located inside the USA, nor part of it.  I'm pretty sure none of them have ever looked at a map of the world.  I've never been on the .ca boards, only the three person Canuck board on .com.  Shipping is always a hot topic with Canadian sellers.  Whenever I try to sneak over to .ca, it treats me like an intruder....lol

I do not print my own labels.  Strictly old school.  I don't have a store, like you (loved your merchandise btw).  I wing it with my 50 free listings a month for now until I get back into the groove.  But with all the changes, for the worse that eBay is forcing on Sellers, not sure if I will take it any further.  I ship strictly thru Canada Post and use my Venture One card.  I put a shipping rate on my listing to California as it's the furthest distance  and ask Buyers to contact me ahead of time so that I can adjust the rate to their zip code.  Serious Buyers will do that, and if anyone overpays significantly, I refund the difference.  Our system is ridiculous with the varying rates depending on the postal code.  

I also convert my CAD rate to USD for the listing, with a slight buffer for fluctuations in the currency rate.  Shocking how often my shipping rates are often much lower than the rates posted by US sellers for similar merchandise.   I do a lot of pre-listing research, so I know they're competitive and fair.  And with the type of items I sell, using envelopes is not an option.

Business has been fairly good, and unfortunately the FB doesn't reflect that since the FB return rate is only 25-30%, which seems to be average for most Sellers around here.  I do a number of combined purchase sales which is also not reflected in the FB.  Overall, I just need to use my free 50 every month, but never seem to.  I also have a loyal customer base that I can contact when I have listings that may be of interest to them.  I have been tempted to set up shop on the Canadian side, but have been told that I would start pretty much at zero with no history if I ever go there.  Americans have been such great customers and I appreciate their loyalty.

Thank you for your input.  Lots of solid information for me to consider.  Hope you have great sales during the holiday season!

[rustictrollop]

@pjcdn2005

It looks like you use Tracked  packet which CP gives an arrival estimate of 6 business days so you might want to consider switching the shipping method as ‘standard shipping from outside of the US’ which would show your buyers a longer estimate  I have 2 day handling and standard shipping from outside....shows as 6-12 business days. That works out fairly well for me but your situation/opinion may be different.

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I just wanted to let you know that I did make a few attempts to follow your excellent advice and switch over to the  Standard Shipping option to allow for extra shipping days.  However the option for Standard Outside US Shipping only  on my listing template comes up as 5-10 business days, not 6-12 like yours.  I wonder why that is?  It seemed to work anyway...partially...from what I can see on my end.  The downside is that while it shows I am located in Canada, it still says that I do not actually ship within Canada.  Unless it may come up differently for potential Buyers.  Thanks again!

[pjcdn2005]

@rustictrollop

The option on the sell your item form states 5-10 business days but your listings show 7-12 business days because the handling time is added on.  It should actually be showing as 8-13 days since you have 3 day handling but I noticed quite a while ago that they dropped a day when figuring it out.

Changing that section has nothing to do with shipping to Canada. You're listing on .com and that area is for domestic shipping only..shipping to the US.  If you want to add Canada or other countries you have to go down to the international section, choose a custom location (canada) and then enter a shipping method and cost. I think that most of us use the generic Standard international shipping. When you list on .com and choose Canada as a ship to location, there is no delivery estimate given..I have no idea why.