What to do if you ship to a buyer by CanadaPost and it appears USPS has lost it?
Summary: historysci discusses a situation where a package they shipped to the US via Canada Post was stuck in customs for an extended period, leading to a delay in delivery. byto253 suggests filing a claim with Canada Post, while reallynicestamps advises refunding the customer first if they have complained, and seeking insurance for reimbursement later. ricarmic recommends checking both Canada Post and USPS tracking for updates. msau4301 shares a similar experience and suggests opening a ticket with Canada Post for investigation. historysci later reveals that the package eventually arrived, the buyer offered to repay after receiving the item, but they decided to let it go.
About a month ago I shipped a small package to the US via Canada Post Small Packet. It got to USPS 4 weeks ago and tracking says presented to customs. Tracking has not changed and buyer has not received. It is covered (value less than $100). Anyone have experience like this. Do I call Canada Post to file a claim for the value and they sort out with USPS?
msau4301
·2 years agoA few years back I had a package I thought was lost to the US also. It showed partial tracking then just stayed stuck in the same place for a few weeks. My buyer had asked me about it and agreed to wait a little longer but still no movement with tracking so I refunded him. I opened a ticket with Canada Post who then sends updates as they investigate with USPS.
Interestingly (or coincidence) a couple of days later my package showed as moving, once ticket is opened you get updates sent and next thing you know it showed as delivered. I messaged my buyer and told him they said it had been delivered and he said yes and that he got my address from the package I sent and had mailed me the money! And yes, I got it safely in the mail, US dollars lol. Not all buyers would do this and not ideal/safe way to be paid by any means but it worked out for me anyways.
As others have said don't refund if he hasn't asked yet and do open the ticket with Canada Post.
ricarmic
·2 years agoJust as a note, have you only checked Canada Post's updates? In my experience they are terribly behind for stuff going to the USA.
I always check the USPS updates, they are often better and more up to date, but not always.
reallynicestamps
·2 years agoTo be clear, if the customer has complained, refund the customer FIRST.
Insurance covers you and is not the buyer's problem.
You can ask politely that the buyer cooperate with USPS if they have any questions. This also has a tiny effect on the small number of buyers who did receive their parcel and are fishing. They don't want to draw the attention of the USPS postal inspectors who have a fearsome reputation.
If the customer has not complained, don't poke the bear.
historysci
OP2 years agoThanks. Actually I sent it Tracked Packet, so it is tracked and covered up to $100 (not small packet). I am imaging it stuck behind something at the USPS or customs facility!
brettjet38
·2 years agoHas the Buyer contacted you about this item not arriving?
Yes / NO?
Yes, refund the Buyer and file an insurance claim, It is solved
No, why are you picking at the scab?!
People and tracking, it's ridiculous...
I rarely look at the tracking when shipping, so why not?
I rarely have an issue...
historysci
OP2 years agoYes buyer asked for a refund which I gave. Canada Post would not honour the claim as they say it was in customs and outside the postal system (for 6 weeks!). Then it arrived after 2 months. Buyer offered to pay me back, but I let it go!
byto253
·2 years agoYour shipper is Canada Post, so yes, file the claim through them. Then sacrifice a chicken to the insurance deity 🙂