Package Stuck In Transit

[fairpromise]

I sold my work recently and shipped out the same day, within an hour after it was purchased. I mailed it with First Class. It was suppose to arrive 2 days ago and is stuck in transit. There has been no update since then and I am afraid the buyer is going to become impatient or upset. I am equally frustrated because I really wanted them to get this item and its 2 days passed the expected delivery date. Should I contact my buyer or wait? When should I issue a refund? I don't want a case opened against me and want to be a reasonable Seller. What should I do? 

[calntom]

If you don't hear anything from the buyer, do not initiate contact, wait for the buyer to contact you. In the meantime,  check to see if the tracking updates.

[loveyourimagination49 · Accepted solution]

The soonest they can receive it will be on Tuesday. Monday is a holiday. There is no need to refund at this time.

[dirk12955]

Why go out of your way to find a problem?

Wait it out. Explain to the customer if and when he contacts you.

[csbbct]

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@fairpromise wrote:

I sold my work recently and shipped out the same day, within an hour after it was purchased. I mailed it with First Class. It was suppose to arrive 2 days ago and is stuck in transit. There has been no update since then and I am afraid the buyer is going to become impatient or upset. I am equally frustrated because I really wanted them to get this item and its 2 days passed the expected delivery date. Should I contact my buyer or wait? When should I issue a refund? I don't want a case opened against me and want to be a reasonable Seller. What should I do? 

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Tracking is not 100% perfect.  I have had several incidents where the package was never updated as delivered, but the buyer gave feedback that they received it in good condition.  You should wait to hear from the buyer and not bring this to their attention as a dishonest person could take advantage of that and file a claim even if the package was received.  Believe me, if they truly do not receive it they will contact you and you can handle the situation at that time.  If the package is insured, you should be able to file a claim with USPS after 15 days.  Unfortunately, we do all we can but once the package is given to the post office, it's out of our hands.  The best we can do is to be professional and sympathetic if a problem happens and try to assist the buyer with filing insurance claims if it's lost or damaged.

[shevey55]

Put the tracking number in at the USPS website and request email or text updates. Sometimes that gets packages moving

[escarchac]

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@fairpromise wrote:

I sold my work recently and shipped out the same day, within an hour after it was purchased. I mailed it with First Class. It was suppose to arrive 2 days ago and is stuck in transit. There has been no update since then and I am afraid the buyer is going to become impatient or upset. I am equally frustrated because I really wanted them to get this item and its 2 days passed the expected delivery date. Should I contact my buyer or wait? When should I issue a refund? I don't want a case opened against me and want to be a reasonable Seller. What should I do? 

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 So many times packages get "stuck" in the mail. Also, many times the post office decides to send your package on a tour if the Contenential United States before they get it to the final destination. Also, sometimes the packages get "destroyed" by the equipment the post office uses.  I hate to mention all of these, but I can say them because of past experience.  Contact the buyer, apologize that the package is running a bit behind, and tell them that you will keep an eye on the tracking.  Many times the postal worker scans the item, and they don't actually enter it. So I wouldn't worry just yet. Just keep an eye on it and see if it starts moving again. Good luck.

[johnrj1226]

Do understand what ever delivery time you are  provided its is -

1.  not a  guaranteed delivery time - it is an average delivery time - meaning some will be delivered sooner & some will be delivered later.

2.  it is based on estimated business days - Sat, Sun & USPS Holidays do not count as a business day.  And if the package was  handed off to the USPS late Friday the clock doesn't start ticking as all mail received at the  PO  is taken to the local sort center around 4:30 PM or just once a day.  Around Holidays they may  do more than one run to keep up with the volume

3.  USPS does not consider any thing late until 10  business  days  have passed - info right  from my neighbor a long time employee  of the USPS right here in  lil ol' Covington, GA and an Ohio State fan - he is originally from Cleveland.  I give him a hard tiem as I'm orignal from the  Go Blue state.

[johnrj1226]

What  is  the estimated deliver date taht eBay sadi it would be delivered?

Now  I will take a  different stand  than some people s that say  don't do any thing.  i say  be proactive  and advise  the buyer you  are checking with the USPS as to the status and you will keep them updated as you  learn more.  See professional to me vs lying the weeds & see what happens.

My background in  sales of 41  years says that a  customer much more appreciates knowing  of a delay in delivery BEFORE it happens, they  may not like the music but at least they  can make alternate  plans if the item was for a gift - like for a B'day but they get really PO'd if they are informed as an AFTER the  fact.

Your  call

[no_zero369]

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@dirk12955 wrote:
Why go out of your way to find a problem?

Wait it out. Explain to the customer if and when he contacts you.

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@dirk12955 

Sorry dirk, I saw this reply and felt compelled to respond. Hope you can appreciate an alternative point of view?

I see lots of sellers would agree with you!  'Don't poke the bear' seems to be de rigueur for many.

Me?  I have a different take.  I see this as providing good customer service.  As others on this thread have mentioned, most buyers are going to appreciate a 'heads up' that things are wonky and that the seller is aware and paying attention.  Just sitting back and a buyer has no idea what is going on.  Keep them informed keeps them from jumping to the conclusion that so many seem to quickly default to there days - that you are a scammer committing fraud!

Those very few buyers that are going to be a problem when poked, well I'd like to ID them sooner than later as it gives me more time to prepare a 'solution.'

So I do not understand why any seller would shy away from providing good customer service and help to their buyers?  Doesn't good service generate repeat business?  Isn't it the right thing to do even if it has no rewards?