@bucklenshackle wrote:
I shipped an item from Toronto to Texas using Canada Post Expedited but the item no longer updates since Feb 15 (Its in USORDS Chicago) the deliver standard was Feb 19 and the buyer is convinced its lost and wants a refund.
What do I do? I already sent a claim through Canada Post but that wont be resolved by their quoted date of May 25. I've asked the seller to be patient but im worried he may go to ebay buyer protection and Ill have to refund him (knowing my luck the package will also arrive after I refund)
Tracking Info: same info on both canadapost and usps
CX540440790CA
This is my first post in community message boards and I have not had a shipping problem in over 150 transactions. No Idea what to do moving forward.
Ok so firstly, having dealt with this exact situation on numerous occasions I can fill you in on exactly what to do.
1) First step is to recover your postage paid. As soon as an Expedited USA package goes beyond the "Delivery Standard" date you are entitled to a full refund of the postage paid. Call Canada Post (refered to as "CP" hereafter) and file the claim for postage refund going if you haven't already. That can all be taken care of in 1 phone call and the cheque will be in your hands in 7-10 business days. It's important to do this ASAP as if you have to refund the buyer the money from CP will soften the blow on your end, especially if funds are tight. The postage refund and the claim/investigation of the package are entirely separate so don't let anyone at CP tell you different and try to link the 2 therefor delaying your postage refund.
2) If you haven't already, I think you may have mentioned you did, get the claim going for the missing package.Call in to CP and get that going atnd get your ticket number reference from them. Give them 48 hours to get the ticket assigned to a claim specialist and call them back. If in 48 hours it has not been assigned and there is no update then DEMAND to speak to a supervisor immediately and if there is not one available schedule a "call-back".
Once you are on the phone with the Supervisor at CP tell them you want them to take over the file immediately even if it was assigned to a claims specialist. Now, here is a cool and little known fact. Every Supervisor at CP has the right and authority to take these claim files over and supercede any claims person or other CP person who may be handling it. Yes, you read that correctly! The Supervisor may give you a little grief on this but stick to your guns. explain to them that you are up against the wall for time because this is linked to an Ebay sale and your time is limited before you have to shell out of pocket to refund the buyer. That should be all it takes to get compliance. make sure to get the Supervisor's contact details. You can call them directly as they all have a direct contact line whether they initially want to surrender that info to you or not.
3) Once the supervisor has the file get them to commit to you that they will contact you the minute they have any update on the investigation/ claim.
Now, wait 48 hours to hear from them.
4)48 hours has passed and no update. Call in to the Supervisor to see what's up. If nothing is happening then re-iterate that you are up against the wall time wise, lay it on really heavy. The Supervisor will either put you on hold or commit to call you back next day with an update. Up to you to decide on this one if you want to push for them to look while you are on hold or give them the day to further investigate.
5) So the Supervisor gets back to you with nothing. Now is the time to get your money back. Explain to the Supervisor (he knows all of this but remind them anyway) that the package is already 2 weeks without any new scans and again, you are going to have to shell out of your pocket to the buyer etc etc. This is the time that you really need to lay it on thick and heavy about how stressed out you are and about how much the buyer is on your case about it and you're just worried sick etc etc. This will work as I have done it more tha once.
Lastly.
You didn't mention the value of the item. If it's under $100 the Supervisor can commit to cutting you a cheque right then and there and sending it out 7-10 business days & in your hands. If it's over $100 but under $500 the Supervisor will tell you he needs 24 hours to get the cheque authorized and sent out and then 7-10 business days and it's in your hands.
If you stick to your guns and do this as explained, you can have a cheque in your hands long before the May deadline you mentioned. Or, while this is happening, your parcel will just show up on scans again. Either way it's a win and you will at the very least get a postage refund. I don't know where that date came from anyway as for Expedited USA there shouldn't ever be more than a 30 day wait for a claim, worst case scenario.
Best of luck and let us know how you make out.
Cheers,
thD
PS. I forgot to mention that during all of this CP may ask for paperwork like proof of value, photos etc. Make sure to comply and get whatever they request to them ASAP as it will help speed the process.
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