Lost Parcels in the U.S.

[jt-libra]

I have a tracked packet that was undelivered to a buyer in the U.S. because of an incorrect Zip Code (which she insists was correct).  That was 6 weeks ago.  The USPS website indicates that it is moving to the next destination (? it's now in a different state) and there has been no update for three weeks.  The Canada Post website says that it is being returned to sender and should be delivered by April 10th.

I contacted Canada Post to confirm that I would have a lost parcel claim if it is never returned to me.  They said no ...  if the address was wrong, then they are not liable and, by the way, they state that it is being returned to me.  How they can be sure of that is anybody's guess.

Does anyone have any experience with this?

[wmlkelley]

All I can add is that if you have tracked shipping then you should be covered by seller's protection.  As long as you shipped to the address on Paypal, even if the buyer has the info wrong.

[jt-libra]

As long as you shipped to the address on Paypal ....

That's what I told the customer service agent, but he insisted that the Post Office cannot be responsible for parcels that are mis-shipped.  The item was worth $55 CAD and the shipping was $18.65, so it's not a small amount.  I realize that if it was returned, I would have to pay return shipping and taxes/import fees, but at least I would have the item back.  Failing that, I would like to be able to make a claim.

Mind you, a couple of lost parcels in Canada took a month to find their way back to me, so there may still be hope.

[hlmacdon]

In general it depends on the agreement in place with the foreign postal service. Some will send back parcels because of bilateral agreements, others will not. This is a bit of a grey area with UPU members, how they hand lost parcels and deal with undeliverable mail that is, as it involves reciprocal repayments. My general experience in the past is that the US sends everything back as long as shipping labels are still legible, it just has no set timeframe. Anything that is damaged while in transit is 50/50 whether it shows up to you or the customer in a plastic bag.

You can try filing an inquiry online with USPS. They sometimes have additional scan information not available via the public facing website and what they exchange with UPU member countries. Usually If I have an issue with with a US bound package I'll do that and then follow up via phone. If there is some sort of online tracking indication that the package was undeliverable due to a wrong address or an admission from the buyer then you can defend against a claim but these sort of things can be a YMMV situation. Sending post office won't lift a finger if it's marked as undeliverable as addressed and the can verify that through the package tracking data.

[jt-libra]

Thank you.  I'll try to get additional information from the USPS.  I'd considered it but then thought it might be like whistling in the wind with the billions of parcels in their system.  It all boils down to a tracking number, though, so they might be able to enlighten me further.

[reallynicestamps]

There are two questions here.

The eBay non-delivery and the postal system.

For eBay, if the item is undeliverable (which is what your tracking says, eBay does not consider you liable to refund.

Did you print out the label from PP or Shippo? Those use the PP payment information.  Take a look at the paperwork.

The postal system is something else. But check the address the buyer gave you on Google Maps. Sometimes that has a clue.

I have no further suggestions on that.

Actually there is a third question.

Ethically, do you owe your customer anything? If she opens an eBay or PP Dispute, she will (probably) lose although she may get a courtesy refund which doesn't affect your pocketbook.

But she can also do a chargeback on her credit card, and those are unpredictable.

Since it seems likely that she has paid for something she did not receive, it is probably the right thing to refund the cost of the item, minus shipping (which apparently she messed up and is her responsibility).

And is seems that sometime in the distant future the undeliverable parcel will wend its way back to you.  Eventually.

In any case, I would not refund without a Dispute being filed.

You can't do anything much about feedback. But eBay doesn't use FB to assess your selling account. If this is the buyer who left the neutral for the Prada item you're okay. But since that is the same problem, do the check of the PP and shipping addresses.

[hlmacdon]

If you want to verify a US address you can try using the USPS Look up a ZIP Code feature. From a quick scan of my US address it seems to use their same dial-a-zip database that they use to verify all US addresses as entering an incorrect zip brings up the corrected zip and entering a wrong address generates a not found error. Most of the shipping label providers are tied in and use the same system for verifying US addresses so you could also find one of those that offers a free account option. You get a bit more useful information with their implementations of the API as it will kick back suggested addresses which can be helpful for determining addresses that turn out to be apartment/complexes where unit numbers are needed.

[pjcdn2005]

Did you check online to see if the address matches the zip code? You can do that here...

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

If the buyer did put in the correct zip than it is a post office mistake and if you don’t get the package back you “should” be able to collect insurance.

If it’s the wrong zip and it is the one that the buyer gave with payment then ebay shouldn’t require you to refund the buyer. 

[femmefan1946]

You don't have to pay import fees on returned merchandise.

But you may have to pay it then reclaim the fees from CBSA.

Blecch.

[jt-libra]

Thanks femme, pj and hlmacdon

I am aware of the USPS Zip Code Look-up and use it for almost all of my US shipments .... primarily because I like to add the 4 digit suffix to the Zip Code, even though I know it isn't necessary.  I always think if there's even the slightest chance it might speed things up, it's no problem to add it.  However, it seems I did not look up this particular address because my copy of the label shows that the 4 digits were not added.  Nor did I confirm the address with the buyer, like I almost always do.  I usually add to my note the following comment.  "The address I received from PayPal is: ......"  I must have been in a hurry to get to the Post Office .... or I was unaccustomed to having a sale!

I did check Google Maps -- the address is correct and the Zip Code Look-up website showed the one I received from PayPal.  So I'm safe there.  I never thought about a chargeback though.

Whereas I am usually quick to send a refund because I know, in most cases, it's going to be inevitable, I didn't in this case.  I sent the buyer a note, informed her of the incorrect zip code and explained how much I had paid for shipping and would have to pay for return shipping (thank goodness no import fees) and the amount of fees to eBay and PayPal.  I apologized and said that unfortunately there would be little left to refund after these costs were covered but I would wait to see how much it cost to get it back.

She was extremely angry, called me names and told me she was going to report me to eBay because she had always received her other eBay items.  She told me to keep the ***** money and she would buy from a reliable seller.  Yes, it was the Prada item, so you noticed that she left me a neutral feedback and I replied honestly and politely.  I have not heard from her since but I believe that she would have been told by eBay that if she made an error in the address, I would not be liable.

I may still return a few dollars if I ever get this back.  If I do get it back, I'll be happy because it won't have cost me anything in the end since I didn't refund her and I won't have to deal with Canada Post.

[pjcdn2005]

You said that the zip code on the usps site matched the one that you received fromPaypal so doesn’t that mean the zip is correct and that it isn’t the buyers fault but a usps error?

[jt-libra]

Sorry, I mis-spoke.   The zip code the buyer provided is the same as the one I got from PayPal .... as it should be .... and the USPS was different by one digit (the last one), but evidently that one digit was enough to cause all this mess.

[lotzofuniquegoodies]

If Paypal is confirming banking information maybe eBay needs to be doing more to confirm mailing addresses, especially for new accounts. And Paypal could go that extra step too. Double fail-safe.

-Lotz