ChitChats and Canada Post Lose 300+ Packages as Entire Skid Goes Missing at Mississauga DC

[teenytrinkets]

I have two packages from sales that I shipped with ChitChats in BC to Ontario on March 9th that have gone missing.  Last tracking states they were picked up by Canada Post on March 16th.

I called ChitChats today to find out what's going on, and here's the juicy scoop:

My packages are 2 of over 300 on a skid that was scanned as "received" at the Canda Post Mississauga distribution centre on March 16th.  That's the last time it was seen.  Just how does an entire skid of that many packages go missing, anyway?

The agent told me that ChitChats started an investigation in late March, and Canada Post claimed no responsibility for the loss of the skid - that they never received the skid and that the receipt tracking was an error.  They had to resort to video footage to prove that the skid was indeed received at the CP facility, and now the investigation is still ongoing with that proof. 

I am sure the fact that the investigation is taking weeks to resolve is due to the whole Covid-19 mess.  The agent said that CP is simply lacking staff to look for the skid at the facility.  Hmmm...seems strange to me that a $30,000+ claim isn't worthy of pursuing with an "all hands on deck" kind of mentality, but really, I have no idea what's going on with CP at the moment!  Maybe they have bigger fish to fry?!  But, the also agent told me it's very, very rare for an entire skid from their truck to go missing, so maybe CP knows it's just a giant claim and is dragging their heels on purpose?

With no ETA in sight, and too many customers affected, I have to be proactive in following up with ChitChats to see how the investigation is progressing.  I didn't buy insurance (I typically only insure for $50+, and since my sales for the two shipments were $40 and $30, plus about $12 each in postage, I didn't bother) so my reimbursement will be limited to a credit on my account for the value of my shipments (including shipping) whenever the investigation is settled.  I understand customers with insurance are able to submit claims at the 21 day non-delivery mark, and get a cheque in the mail.  

Obviously, timing plays a big role in this unfortunate mess, because I think the 16th was the first day that a lot of businesses laid off employees and postponed operations.  The agent said the person at the CP facility that scanned the skid was laid off the same day.  Hmmm....

Has anyone ever heard of a loss like this before? 

[teenytrinkets]

Yes, but you're shipping from Toronto.  I am talking about their "process" of shipping from BC to Ontario in bulk.  It can take up to a week for parcels to even leave BC after being dropped off.  I think maybe they only ship out of Richmond when the skid is full?  Not sure.  Once Canada Post picks up, it's fine.  It's the time it takes to get from the drop off point into Canada Post's hands.  It shouldn't take 10 business days, but often has!

It should be interesting to see what happens if and when this is settled...

[recped]

If I was in BC I would be using ChitChats for the USA and somebody else for domestic.

BC is a wonderful province but for logistics unless you are trading with Asia it's not very good, just too small of a market to support.

Curious about one thing, does all of the ChitChat domestic go to Toronto first or do packages destined for the BC interior or AB go a different route?

[teenytrinkets]

Yes, 11 business days is pretty normal.  I've shipped from BC to ON with ChitChats several times, and the average is about 9 business days (usually 3-5 to get from my drop off point in Surrey to Richmond, and then another 3-5 days to get from Richmond to Mississauga.

In your case it may take even longer, because Canada Post is so backlogged, but hard to say.  Hopefully you have patient buyers.

Thankfully, my Ontario and Quebec buyers have all been pretty patient with my ChitChats shipments - even the ones that arrived beyond the 12 business day max estimate ChitChats provides...

[teenytrinkets]

I wouldn't know as I've only used for ON and QC (and both go to Mississauga). 

The majority of my Canadian sales are from ON and QC, and shipping there is far more expensive with Canada Post (I can usually ship for around $11 with ChitChats instead of ~$18 with CP).  I wouldn't save much on shipping to western provinces.

In addition, my closest ChitChats is about 30 mins each way, so I've only used them when I can save around $20. 

About 60% of my sales are US-based, so it works out well for those.

Know of better discount shipping for small packages from BC to ON?

[ypdc_dennis]

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@teenytrinkets wrote:

Know of better discount shipping for small packages from BC to ON?

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You should check to see if the bigger Canada Post Solutions for Small Business online parcel discount for May, June and July makes enough difference.

[teenytrinkets]

I JUST read about this!  I am not selling at the moment, but I'll probably be starting up again in a few weeks.  That'll be nice for June and July, but beyond that, I really wish there was something better for BC sellers.  It's just such a ripoff to ship anything from here, and I am so leery to use ChitChats after this debacle...

[valuestore]

For BC letterlock in Abbotsford has a similar cross border service,  they charge flat fee of I think its around $15 but haven't used that service in awhile.  Can print your own usps postage at home using shippo.  

[recped]

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@teenytrinkets wrote:

I JUST read about this!  I am not selling at the moment, but I'll probably be starting up again in a few weeks.  That'll be nice for June and July, but beyond that, I really wish there was something better for BC sellers.  It's just such a ripoff to ship anything from here, and I am so leery to use ChitChats after this debacle...

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The "debacle" is all on Canada Post, nothing that resulted from ChitChat.

BC is a relatively small market, logistics no matter where you are shipping to will always be cheaper from Toronto/Montreal if for no other reason than the volume.

On the other hand, if you want to import via ocean freight from Asia then BC is the place to be!

[15westcoast]

I have my own problems with Canada Post.  I buy items from Ebay and Amazon that

are posted with tracking.  I have a Community Mailbox.  Often the online tracking will

show the item as delivered to my mailbox.  So, I head over to the box only to find the

package is not there.  Sometimes it is and sometimes it isn't.  I end up going back and

forth over the next few days to see if the package is in the box.  The drivers are at fault

here (how much skill does it take to place a package in the correct box.)  Calling CP is

a waste of time as they can only ask the driver to try and locate the package.  Good luck

with that !  I have sometimes gotten a refund from the seller.  The driver has placed the item

 in the wrong box and it has gone missing.  BUT  some of the items I have ordered are no longer

available, so I am out a unique purchase thanks to CP.

[ypdc_dennis]

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@15westcoast wrote:

I have my own problems with Canada Post.  I have a Community Mailbox.  Often the online tracking will show the item as delivered to my mailbox.  So, I head over to the box only to find the package is not there. 

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If you are having that many problems consider using Flex Delivery and have the packages go to a post office/outlet for pickup.

https://www.canadapost.ca/cpc/en/personal/receiving/alternative-delivery/flexdelivery.page

-..-

[lotzofuniquegoodies]

@teenytrinkets  @15westcoast 

As of late Canadapost tracking is inconsistent to say in the politest way I can think of.

• Label creation scan shows. Scan when dropped off does or doesn't
• Follow up scans going east...Sometimes intermediated scan in Winnipeg going to Ont or QC. Sometimes scan when item arrives at processing depot. Sometimes not.
• Sometimes out for delivery. Sometimes not.
• Deliver scan in Canadapost. No delivery scan in eBay for 1,2,3,4... days later or not at all. 
• On incoming label created followed by out for delivery. Nothing in between.
• I've seen items that noted as delivered in am arrive in my community mailbox later that afternoon.
• A recent delivery scan showing late Saturday evening at my community mail box. Then scan MIA the next morning only to show another scan Sunday evening at 5 PM. Checked this morning before normal drop and package was in my community mailbox.
• Small Pkt USA Shipments  showing label creation scan with scan when it arrives at LAX/SF...sometimes. Was at 90%, Now closer to 50% of time. I've even seen some that did not scan at hub but showed out for delivery and/or delivered.
• Tracked/Expedited no longer seeing scans in Richmond but scan is consistently there when they arrive at LAX/SF. Several additional scans before final delivery
• Transit to QC/ON anywhere between 2 and 10 days by Expedited from AB. Normal transit should be 4 to 5 days.
• Scans within ebay have never been 100 % in sync by my observations.

The scans are helpful for both seller and customers peace of mind.  Transit times in eBay need to build in room for these inconsistencies with the various services and scanning that is taking place and without holding a seller accountable when a parcel is a a few days late for "jump the gun" refunds. Canadapost/USPS etc are not Dominos!!!

-Lotz

[femmefan1946]

There are reports of missing scans and slow delivery on the US Boards as well.

I guess Canada Post and USPS are both struggling with people off sick, parents who don't have childcare during school hours, and even making sure workers are not too close together at work and on breaks.

Then there are reports that online commerce is a Christmas rush levels.

That even Amazon which advertises its fast service is telling Prime customers that it will take 30 days for orders to be delivered gives some food for thought.

(Actually a pretty good move on AZ's part. The impatient customer won't order so no problem with refunds and whining. The patient customer gets his order in less time than he expected and is happy. Win Win.)

I notice that Canada Post here which was delivering on Sundays for a couple of weeks, is back to regular weekday service.

Transit times in eBay need to build in room for these inconsistencies with the various services and scanning that is taking place and without holding a seller accountable when a parcel is a a few days late for "jump the gun" refunds.

In the meantime, it may be worth adding time to our handling period to move the expected delivery date further out.

But having eBay show understanding of the strains both sellers and the postal system are under would be very helpful.

[lotzofuniquegoodies]

@femmefan1946 

In speaking to Canadapost this morning they admit that scans have been reduced to cut down on physical handling. Nothing official on their website. If you go to the help pages you will find the following:

Why is there no longer any information about my item when I track it online?

Occasionally, as items are processed through our delivery network, certain conditions arise where we are unable to display current or past tracking events. Rest assured that your item is always making progress towards its final destination.

Duly noted regarding handling times. Just not sure how many times as sellers we can update that info.

-Lotz

[msmaggie060]

I’m still waiting on a parcel shipped from Toronto end of March to me (I’m rural but still within the GTA, just barely), also an item mailed April 15th from NS and one mailed April 16th from Quebec, both small enough to be Lettermail. My Granddaughter sent me something from AB 3 weeks ago, shipped by Purolator, still just shows in transit. I have, however, been receiving all my bills in my community mailbox. Figures.