There's a customer who keeps emailing me about a package that's "in transit" and has been since December 4. There's nothing I can do but file a missing mail report. She HAS NOT asked for a refund. Should I just ignore her ongoing emails?
Tracking number 9400108205497374004881
Tracking number created November 28, 06:03PM
Chicago, IL
December 04, 12:00AM
I filed a missing mail report, and am writing the facility. There's nothing more to do.
I assume you already called USPS and talked to someone and asked them where is the package and why the package is stuck in the PO system? Usually, they will locate the package in a few days and then it's on it's way. At least that's the way it's worked for most of my packages.
Customer is NOT harrassing you. They paid for their 'thing' and for the 'shipping' of the thing and tracking shows the item has gone NO WHERE.
You NEED to be helping this customer- not just saying 'nothing I can do'. So, if it is 1 day past the last estimated date, the customer can open a 'refund' for 'not recieved' at which time you have to give them (ebay) the tracking number- if they determine it's been too long then YOU HAVE TO REFUND before eBay does or they will just do it for you and then you get dinged for not taking care of your cusotmer.
When was this missing mail report sent online? Today? According to the tracking it does not say "CASE OPENED" or "MISSING MAIL CASE OPENED" When I call the phone number and talk to someone the tracking info usually updated and shows "CASE OPENED" or something like that in the updated tracking info. I guess they don't do that for this case or they have not updated yet?
I have had the experience where the tracking showed the package entering a PO facility and processing through the facility and then finally leaving the facility. Sometimes it could take 4-6 days. Now with the holiday season, who knows? maybe extra 2-3 days?
When we get a customer getting anxious about their delivery we promptly address their concern and do a package research case with USPS. We tell them we are on it and will be communicating with them regarding the shipment. Usually if you stay with the customer and help them with this issue they will wait a bit longer for the package to arrive. Just be kind considerate, acknowledge their feelings and if you do the missing mail search if the package is stuck it usually gets unstuck and moving after the package search. If all else fails tell the customer you will be refunding them if package does not arrive to them shortly. You can then do a package recall and hopefully they can locate it and return it before it gets delivered to the customer. Try to get the customer to wait if you can.
So, enter the tracking number into the item not received case so ebay can see the parcel is still in transit. Your buyer is definately anxious right now. Do respond to the buyer and help them fell less anxious as you try to get the package unstuck and moving. Do not consider your customer a pest, they just want their item.
Thanks, that's right! I remember now, "Package Research Case" is what it should say on the USPS Tracking after you call the Post Office phone number and talk to someone about your package stalling in shipment.
Yup, that's it. A "missing mail report" just generates a continued automated bot response with no real action taken by anyone................................ about as useless as..................... oh, I can't post that here
