Package is protentially MIA - need a bit of advice

[rosscd57]

I think I my be about to have a package go missing. It was mailed from Ponoka on Feb/15 and hit Richmond BC on Feb/18 and has been MIA ever since. It should have crossed the boarder into the US quite a while ago. I did insure it for the full amount of just over $300.00

So my question is: If I have to refund the buyers money, should I do it voluntarily or should I wait ''until he starts, or ask him to start. an "item not recieved" dispute, so the information gets into the system?

Thanks in advance.

[reallynicestamps]

Was the package "tracked" in which case you should be able to see every single stop it has made? Or was it Delivery Confirmed, in which case the only reliable reports would be the day the PO accepted it and the day the USPS postie records delivery?

It's been in transit for seven working days, eleven calendar days. A bit slow, but not

unusual.

Personally, I would not worry my customer about it. 

And for Ghu's sake, do NOT ask the customer to start a Dispute! Sleeping dogs and all that. The "system" doesn't need any information. The customer may.

The bar code is most of the protection you need. If the customer contacts you, give him the transaction number, date of shipping and let him know that it is both insured and Delivery Confirmed. Although this protects you, it will make honest but nervous customers more comfortable and scammers think twice about their likelihood of success.

[pigdog47]

I think you should give it another week.

The mail moves in mysterious ways; who can know when it may turn up?

[rose-dee]

Hi there - I'd hold off a bit longer.  If it just got to Richmond on Feb. 18th, it likely didn't get into the U.S. until the 19th and my guess is that it's hung up in Customs.  It's not unusual for Expedited to take 2 weeks or more to the U.S. if the item is valuable and requires closer Customs scrutiny.  I assume the parcel didn't go by Xpresspost, or you would have been able to see each step online?  If it did go Xpresspost, but the last entry was Richmond, BC, then it is doubtless stuck in Customs.  You could just let your buyer know that.

Definitely don't ask the buyer to start any procedure.  Just keep an eye on the tracking.  You have an advantage if you used Xpresspost -- as soon as you see that it's been recorded by the USPS, you could email your buyer and tell him/her you've just checked and the parcel shows as being in the U.S. and on the way to them.  If you used Expedited, you just have to wait a few more days and see if a delivery confirmation pops up.  If your buyer contacts you, I agree that you should you assure him that the parcel is insured, but I'd ask him politely if he could give it a few more days, as things can get piled up in Customs. 

Good luck with this!

[ggsale27]

I would call the PO 800 number and insist that they start a trace. Usually, everything that goes through Richmond moves fairly quickly. If it has been held up in US Customs, a trace will usually kick it loose and get it moving again. At least it has worked that way for me on a couple of occasions. Also, if your customer should happen to ask you, you will already be on top of it, and have answers for him/her. Make sure you do not say anything unless your customer asks though, that is just asking for trouble.

[rosscd57]

It was sent Expedited USA and ususally I can see when it leaves Canada, when it gets accepted into the USPS system, when it gets to the local Post Office and when it is delivered.

A package usually hits the US boarder three days from here.

I am not really concerned, nor I am too worried about the buyer.  He has 2,000 transactions and is also a seller - so he should know the score. PayPal sends the buyer the tracking number. Still, I have no intention of contacting him - I will let him contact me if there is no delivery.

I just wanted to know whether a seller should voluntarily refund in the event of a lost package, or let it go through the dispute process?

[pocomocomputing]

Did you check on USPS tracking to see if it is across the border? Sometimes information takes time to get back to the CP site but is available on USPS.

Here is USPS site

https://tools.usps.com/go/TrackConfirmAction_input

[rosscd57]

Yep!

I have checked it for the last few days and all it say is that the tracking number was scanned and accepted in Canada.

[rosscd57]

Bump:

So can anyone answer my original question on this matter: once this come to a head - should I voluntarily refund in the event of a lost package, or let it go through the dispute process?

Which is better in the loss package scenario?

[pjcdn2005]

I don't see any point in having the buyer file a claim. If you can't show that they have the package, you would lose the claim anyway and I don't see how "putting it into the system" would help in any way. Plus, I think that you create more good will if you are proactive and handle the problem rather than having the customer make the first move.

Perhaps I missed it but has the customer contacted you at all yet about the package not being there? If not, I wouldn't do anything until that happens. There is the possibility that the package will get delivered and not get scanned so suggesting tot he buyer that the package wasn't delivered could be a mistake.

If the buyer is concerned, I would ask if they would mind waiting until it has been 3 weeks since it has been mailed and if they don't have it then, you will refund. Your items are fairly expensive so it wouldn't surprise me if U.S. customs is checking on it..that could be the cause for the delay.

[rosscd57]

No he has not contacted me - he has tons of transactions and is also a seller - so I don't forsee a problem, of course one never knows.

At any rate thanks PJ - you are likely right and pretty much confirm what my intensions are on this one.