Help! Slow shipping to Europe!

[pelicanrose]

I am having problems with two buyers from Italy that chose to have their items shipped "surface" mail and still have not received them. One buyer is saying that he is going to file a "item not received" complaint and the other is saying he wants his money refunded. HELP!!!

[zarzuella]

Sent when?

[pelicanrose]

The first buyers item was mailed July 6th and the second buyers item was mailed July 25th and he has just filed a paypal item not received complaint. Help!!

[imagi.nation]

I never give overseas buyers an option. It's small packet airmail or nothing. Surface mail overseas takes 4 to 6 weeks and most buyers are unwilling to wait this length of time. It's not worth offering the lower cost of surface because it will end up in complaints and chargebacks.

Italy is one of the worst countries to send to for slow delivery times. If it has been longer than 6 weeks you might have to consider refunding. It it hasn't been longer than the 4 to 6 week window than all you can do is e-mail your buyers back and explain to them in a calm manner how long it takes for items to arrive and thank them for their patience. It's important to respond back quickly and professionally to alleviate their fears.

Good luck,
Ernie.

[sean_5775]

I have had packages to Italy and Australia take 5-6 months to arrive. I suggest you do not ever offer this option.

[betterthanstore]

Italy is the worst! It takes forever or it went missing, and end up with charge back from paypal. All other European countries are fine. I don't like orders from Italy, but I can't block a single country on ebay.

[varietylights]

From What i understand DHL International is a somewhat affordable option for international packages and at least its tracked/insured.

[betterthanstore]

nothing can compare to the oversize letter rate by canada post, which will be gone in september

[javax.swing]

Small Packet Air is very fast to Europe, faster most of the time than Surface to the USA.

[getgiz]

My limited experience with mail sent by "Air" to Europe & Australia has been within a week most of the time. However, a small packet "Air" sent to New Mexico just arrived after 6 weeks. I wouldn't offer surface to overseas. I have found that customers get worried after 10 days, no matter where they are from. Could that be because of the Paypal and eBay "file for non-receipt after 10 days" policy. Why do they have such a policy? It doesn't make any sense. It only creates bad feedback, and unhappy customers when their high expectations are not met.

[pelicanrose]

Thank you all for your comments and suggestions. I really appreciated hearing that I am not alone with this problem - it is just too bad that people are so impatient.Thank you again.
Regards,
Pelicanrose