An item shipped on Sept 19th may be lost in mail (not yet received). Buyer didn't pay for priority or registered mail? Why am I responsible?

[adnama-attic]

I shipped an item on September 19th using regular mail. Buyer didn't pay for expedited or registered mailing. And is saying they haven't received it. Why does the buyer assume i'm responsible for paying for it? I already chipped more into the mail because it ended up more to their location. I don't think I should be responsible for lost items through the postal?

[hereiam87]

What you think, and what is reality, are at the moment, at odds. Seller is responsible for item arriving safely to buyers location. This is a basic rule of eBay...That is why Items of value should be sent signature confirmed...If you value your widget, then that is the only method you should ship...If you cannot ie. item costs less than shipping fees, then maybe this isn't the venue to hawk your wares.

Canada post has insurance up to $100.00, you should check into whether your widget falls into that category.

go through with claim, refund monies, put the PITA on your BBL, never to hear from again.

]:)

[dmil8030 · Accepted solution]

Hello 'adnama'

Your responsibility begins prior to shipping, - it starts with the listing.  As a seller, you set up the listing and hence state the terms.  That means if you wish to only ship items Delivery Confirmed, then you only offer one type of shipping, - Expedited.  If you offer to send things 'frugal post' which is not Delivery Confirmed, -- that is hardly the buyer's fault.

At any rate, I do not believe the item is lost in the mail, but if your buyer is American, they're used to getting things in a matter of minutes.  So you will want to remind your buyer that items which have to pass through their country's Customs may take longer to arrive.  Assure him that you sent the item on the 19th so it should be there very soon. 

Unfortunately if the buyer is looking for a freebie, you will lose a paypal claim by having sent it cheap-o mail.  As a new seller you want to avoid a claim (bad for the record) so you may have to just refund him if he is not willing to wait any longer.  Well, he doesn't need to, does he.

Hmmm, you didn't send it Surface Mail, by any chance?  (Slower than molasses in January.)  And just so you know, - Registered Mail is not Delivery Confirmed, - not according to paypal disputes it isn't.  For that you need Expedited, and if the item has a value of over $250US, you need a signature.  And as 'hereiam' says, - you are responsible for getting your items to your buyers.

I don't know why you would not have had the correct shipping for the buyer's location.  Where/how did you get your rates?  I'll include the Canada Post link, although I'm sure you've already seen it.  When you are getting a rate to somewhere, use metric.  Otherwise you may not get an accurate amount. 

http://www.canadapost.ca/cpotools/apps/far/personal/findARate?execution=e1s1

Did you send it Small Packet?  You'll see from the link that using Small Packet provides $100 in "loss" insurance (same as Expedited).  Should the need arise, you refund your buyer, then phone in a claim for reimbursement to Canada Post.

So in answer to your question "Why am I responsible?", -- because it's your responsibility, - all of it, from setting up the listing, to shipping Delivery Confirmed, to getting it in the mail quickly after cleared payment, packaging properly so it arrives safely - to being professional and polite with your buyers even they are not.

[gto_treasures]

Hey there,  Ive had this issue come up multiple times.  Like one reply mentioned the US market is used to their speed in delivery.  Customs can delay items more frequently than buyers realize.  Canada Post has tracing support but the items have to be delayed a certain period after the estimated delivery before they will open a claim ticket.  The number for Cda Post support (pkg tracking) is 1-866-607-6301.

Like I mentioned, the method of shipping has its est. delivery time PLUS additional time to allow for things like customs.  I know offhand that Intn'l Ground (usually 4-6 weeks dlvy) is 45 days after its shipped before Cda post will open a tracking ticket.

In the end, you the Seller need to educate your buyers to the options and consequences of their choices are.  The cheaper shipping takes longer and may require more patience on the part of the buyer.  If you're selling across borders inform you buyers that its their country who charges duty fees which are the responsibility of the buyer (not the seller).

Its been my experience that most buyers are reasonable and just want to be well serviced.  That includes communicating well with them about what/how/when you sell to them.  If you show good faith and effort in trying to track the item then that usually satisfies them.  

There's always the package insurance as well, although it may not cover the cost of replacement in all cases.

Hope this helps.  Good luck tracking down the item;