Package delayed, what do I do?

[klharpy]

I had a buyer reach out to me today and let me know that her packaged that I shipped out on the 23rd of Feb. still has not arrived. Tracking shows a delay: 

March 7, 2018, 8:19 am 
Departed USPS Regional Facility 
GREENSBORO NC NETWORK DISTRIBUTION CENTER  
The package is delayed and will not be delivered by the expected delivery date. An updated delivery date will be provided when available. Your item departed our USPS facility in GREENSBORO NC NETWORK DISTRIBUTION CENTER on March 7, 2018 at 8:19 am. The item is currently in transit to the destination. 

 March 6, 2018, 12:29 pm 
In Transit to Next Facility 
On its way to LEXINGTON PARK, MD 20653  

March 5, 2018, 12:29 pm 
In Transit to Next Facility 
On its way to LEXINGTON PARK, MD 20653  

March 3, 2018, 12:40 pm 
In Transit to Next Facility 
On its way to LEXINGTON PARK, MD 20653  

March 2, 2018, 12:40 pm 
In Transit to Next Facility 
On its way to LEXINGTON PARK, MD 20653  

March 1, 2018, 11:40 am 
Arrived at USPS Regional Facility 
GREENSBORO NC NETWORK DISTRIBUTION CENTER  

February 27, 2018, 12:47 pm 
In Transit to Next Facility 
On its way to LEXINGTON PARK, MD 20653  

February 26, 2018, 12:47 pm 
In Transit to Next Facility 
On its way to LEXINGTON PARK, MD 20653  

February 25, 2018, 12:47 pm 
In Transit to Next Facility 
On its way to LEXINGTON PARK, MD 20653  

February 24, 2018, 2:47 pm 
Arrived at USPS Regional Origin Facility 
SEATTLE WA NETWORK DISTRIBUTION CENTER  

February 24, 2018, 1:32 pm 

Accepted at USPS Origin Facility 
SEATTLE, WA 98136  

February 22, 2018, 8:14 am 

Shipping Label Created, USPS Awaiting Item 
SEATTLE, WA 98136  

The buyer contacted me today and asked me to check on it (I've been on hold with USPS for 45 minutes now) but I feel horrible about the delay. Buyer has been very gracious and told me that she just wanted to get in touch with me first before filing anything. I am new to selling, so I'm not sure what course of action to take. Should I just refund the buyer? Thanks!

[chrysylys]

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@klharpywrote:
I am new to selling, so I'm not sure what course of action to take. Should I just refund the buyer? Thanks!

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You and the buyer should wait.

There are serious weather delays all over the country right now.  Some of us may not get any deliveries at all for a week or more.  My road has 2-3 feet of water over it.

[thallidguy]

Wait as long as you can before refunding the buyer. If she hasn't opened a dispute yet, don't worry about it. Cross that bridge if and when you get to it. You haven't gotten to it yet.

It sounds like the package is still being scanned, which means that it isn't lost. If it isn't lost, it will be delivered. What you do now is buy as much time as you can for the package to get loose and get on its way to the buyer. You know that, at the very least, it has made its way all the way across the country from Seattle to North Carolina. Is Lexington Park, MD where the buyer wanted it shipped? If so, then it's almost there.

Two weeks is kind of a long time for delivery, but it depends on the class of service. Did you use Media Mail or whatever it is they're calling Parcel Post these days? 

[klharpy]

Yes, I used Parcel Select Ground and the final destination is Lexington Park. Would you offer a partial refund in a situation like this? I really don't want bad feedback. 

[roadking5555]

I have had similar problems like this one. What I have done is ask the buyer to give if a couple of days while you try and locate it. I believe you can ask for a lost package request after 7 or 8 business days and USPS will give you a case #, but I have found in my experience the package usually gets there before they even respond back or investigate it.

The status you keep seeing is an automated "scan" that just keeps spitting out "in transit to destination" every 24 hours on the dot. it is not helpful but I guess is supposed to make you think the package is moving.

I call my local PO and ask for a delivery supervisor or postmaster and give them the tracking number and ask if they can check it out. They can see what we can't, like actual photo's of the sort facility scans and they may give you some insight. I find in most cases they are helpful.

Don't lose hope, they usually show up. You could also tell the buyer if it is not delivered by Friday you will refund. Most buyers will give you the extra time if you stay in communication with them.

Good luck!

edit...I see you used parcel select ground. Just give a few more days. I thought it was USPS with tracking

[klharpy]

Sorry, I meant to say USPS Parcel Select Ground. Thank you for the advice! I'll call local and ask them to check the status.

[thallidguy]

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@klharpywrote:

Yes, I used Parcel Select Ground and the final destination is Lexington Park. Would you offer a partial refund in a situation like this? I really don't want bad feedback. 

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I would not offer a partial refund. Parcel Select is going to be slow; that comes with the territory. I understand wanting to keep your buyer on side, but a partial refund is not necessary.

[cycle-dog]

Sounds like you and the buyer are agreeable and enjoying an otherwise pleasant transaction. At this stage, in light of the delays/service disruption currently being experienced due to inclement weather, neither a refund nor cancellation seems proper. Just keep the buyer informed, having no doubt provided him/her with the tracking info (so s/he can see what’s going on) and doing all that and more already.

Meantime, take solace in the fact that, basically, and generally speaking, sellers have up to 30 days to deliver the goods to buyer, unless of course the parties have agreed otherwise (Prompt Delivery Rules, FTC; Distance Selling, UK/EU). Regardless, sounds like the package is well on its way and will be there soon, in which case all good!