Shipped item, buyer now ask for tracking number

[lady.stark]

Just got this message during the night:

I'm used to getting a tracking number for an item; especially one out of the country. I live in the U.S.A (United States), and I know this might take long to deliver so I understand completely (it depends on the weather, routes; etc). I just need the tracking number info for this item. Did you ship this by USPS? Right? Thanks so much!

Buyer bought a postcard. Paid $2.50 shipping for Letter Mail. Now, I know that tracking in the US is cheap, but it is not from Canada to USA. Her message doesn't make sense to me... What is your advice? Thank you!

[imbuzzy]

Politely tell your customer exactly what you told us - tracked shipping to the states is expensive and is not included in the 2.50 shipping charge.  Reassure the buyer that letter mail between Canada and the US is very fast and reliable and that their item will arrive shortly.

Changing your postcard sales to a free shipping style will help avoid that type of buyer inquiry, since most* will realize that the cheapest form of shipment will be used by the seller. 

* I have only had one buyer out of thousands who insisted I pay for tracked shipment of his purchase.  I refused and he is now blocked from all of my selling accounts.

[007steveb16]

I find that US buyers will always "Expect" a tracking number even with no questions asked about one beforehand or even with no mention of one in the ad or shipping details. It's just what they're used to down there with inner state to state mail because it's so cheap.

I always just calmly answer when asked. I'm sorry but there is no tracking available with the service used.

As for your customers statement about you using USPS. While in fact the item does when over the border start going through USPS this shows how "Internally naive" this US buyer is that they probably honestly think we use USPS up here.....

[mr.elmwood]

I have a statement in my listing that there are no tracking numbers. buyers do not read, so, once out of a hundred I get a request for a number. I politely explain "No tracking on small parcels from Canada. In the mail. takes about two weeks."

I always get a polite thank you in return.

[rose-dee]

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@lady.stark wrote:

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I agree with 'imbuzzy' -- I'd send a friendly note to the buyer indicating that tracking between Canada and the US is a very expensive option (you can even tell them how much it would have been for his particular item), but that Canada Post letter mail is very dependable and quick.  Include an estimate of the delivery timeframe if you like. 

I'd probably also say that I'd appreciate the buyer letting me know once the item arrives. 

Many U.S. buyers have no clue that we have a different postal system up here (or a different country, for that matter!).  I think many regard us as a kind of large Alaska -- remote but still familiar territory, where everything should work as it does in the lower 48. 

[recped]

My stock reply.....

Hello

Your package was sent on xxx, there is no tracking number available, to ship from Canada with tracking is extremely expensive for a small item.

Normal delivery time to xxx is about xx to xx days.

Regards

Me

[vmm32vxd]

"Reassure the buyer that letter mail between Canada and the US is very fast and reliable and that their item will arrive shortly."

I'd advise that delivery times Canada to U.S are very variable...generally 1 to 3 weeks. I have had items arrive all way to California from Ontario in 4 days and take over 3 weeks to get to N.Y. state.

[toff3]

Vmm,

You took the words out of my mouth. You are 100% correct. However, that said,  the mail can be relied on to arrive, ultimately, 99.9% of the time.

Tom

[lady.stark]

I always write a thank you note when my items have been shipped and I told her the average delivery timeframe. That is when she replied with her question. So I followed your advice and wrote her the following message last week:

Hi,

I shipped with Canada Post. At the border, they will transfer your envelope to USPS.

As for tracking, this is something that is very cheap in the US. I think it costs $1 or something very similar. In Canada, things are different: tracking starts at $15 and more. The method I used is called "Letter Mail" and is still Air Mail, but doesn't have tracking. However, I can assure you that Letter Mail between Canada and the US is very fast and reliable and that your postcard will arrive shortly (average of about 2 weeks, sometimes faster). The Post Office stamp on the envelope will also confirm that I shipped the day I marked it as such. 😉

Thank you and have a really GREAT weekend!

It seems she understood, because she didn't reply. Hopefully, the item will arrive fast. Since she lives in Florida and me in Quebec, it shouldn't take long to arrive.

[pocomocomputing]

Actually delivery confirmation for USPS is free for many shipping option if the seller uses eBay or PayPal shipping labels. Sometimes it is 19 cents or low like that. It costs about a dollar if they ship from the post office.