I need the advice of some of you, so if you could please help me. I sent a package through the Post Office and sent it using Delivery Confirmation. The order I sent was placed in late January and I sent it out about 6 days later. I just now received an e-mail and the buyer asked when he could expect delivery. I told him I sent it back in January, and I checked the tracking number on the Delivery Confirmation slip, it had been delivered. He states he never got it and suspects that neighborhood kids may have stolen the package off his porch. I don't even think that insurance would have helped after the fact. I'm guessing that postal insurance would only be in effect up until delivery, once delivered it would be out of their hands.
So my question is how would you proceed ??? I just don't know what I should do. Do I send out another package where I have to eat the cost of everything ? My heart says remake everything and send it out, my business sense says I did everything I could and fulfilled my part of the transaction. Just surprises me that this gentleman took over 8 weeks to let me know something was amiss. Please let me know your thoughts, thanks in advance, Shoo

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"Get Hammered By a Shooboy!!"

I need the advice of some of you, so if you could please help me. I sent a package through the Post Office and sent it using Delivery Confirmation. The order I sent was placed in late January and I sent it out about 6 days later. I just now received an e-mail and the buyer asked when he could expect delivery. I told him I sent it back in January, and I checked the tracking number on the Delivery Confirmation slip, it had been delivered. He states he never got it and suspects that neighborhood kids may have stolen the package off his porch. I don't even think that insurance would have helped after the fact. I'm guessing that postal insurance would only be in effect up until delivery, once delivered it would be out of their hands.
So my question is how would you proceed ??? I just don't know what I should do. Do I send out another package where I have to eat the cost of everything ? My heart says remake everything and send it out, my business sense says I did everything I could and fulfilled my part of the transaction. Just surprises me that this gentleman took over 8 weeks to let me know something was amiss. Please let me know your thoughts, thanks in advance, Shoo

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"Get Hammered By a Shooboy!!"

You have no obligation to do anything. If I was the buyer I wouldn't expect you to.

But if you did resend another one at no charge I bet the karma (so to speak) would come back to you in a favorable way some day, plus you might feel pretty good about doing something nice that you didn't have to.

Howdy,

I'd suggest he make a police report for the larceny from his mailbox or front porch.

It's ultimately your "Business". If as a course of doing business you take the guy at his word and send him another as a good faith measure ... that's a nice thing to do and speaks to the honest way you do business.

Now, I would tell him that in order to refill the order he needs to make that police report and provide you the case number so you can call the police in the customer's city or county to verify that it was made.

It is a tough decision between suspecting fraud and customer satisfaction. The other side is you could stand on the fact that the PO said it was delivered and move on but you may have lost a customer and a bit of bad press in that area.

My 2 cents

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Army.USMC.Airforce (Res)

Sounds like both of you are holding the bag, it is one of those that you are dang if you do, and dang if you don't. Tell him the story and e-mail the delivery slip if you have it, then check with post office and he needs to check with his post office about the insurance. If nothing else works out tell him you will do another for half price or refund half of what he has paid. Next ones ship where they have to sign for it- my two cents - hope it helps.

My suggestion.
Send him out another (hammer?). Send it with a "signature required" order. Also ask him to file a police report and send you a copy (for your own insurance purposes.)

The person will likely tell 20 friends about your product, and what an upstanding guy you are who put the customer first. You will get a bunch more orders because of it, and improve your already great reputation as an honest businessman with a great product.

WG840

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Freedom above all else.

I had something similar happen to a set of grips I sent to Arizona. Delivery confirmation said it was delivered, but the buyer never got it. He contacted the post office to no avail.
I refunded his money, and the package showed up on his doorstep about 3 weeks later! We have no idea where it was in the interval.

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John

Send him a copy of the paperwork you have proving that it was delivered. IMHO your obligation ended when it was delivered, and anything else you choose to do is "out of the goodness of your heart."

Hi guys, I appreciate the responses so far. Just to clarify, I have sent him all the info that I have, so he does know the package was delivered. I hate when these things happen....... Shoo

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"Get Hammered By a Shooboy!!"

Just forget about using the Post Office, I have had enough bad experiences for a lifetime.
UPS or Fed-EX are way better. Get insurance and the signature required option. Remember the U.S.Post Office is part of the same firm that responded to Katrina,hired Haliburton and is STILL "Building a Democracy" in Iraq, all the while working on our banking system.

Ischia

This happened to me this last week.
I ordered a pair of boots.
They were shipped fed-x.
I checked the tracking # on the 31 and found out they were delivered on the 28 at 11:26am! TO MY SIDE DOOR!!!!
I called fed-x and told them I didn't get them and no one left any boots at my side door.
I had kids in and out the door all day long.
Plus two beagles that sound an alarm if anyone touches the door.
Fed-x said they would get the driver and see if he remembers delivering the package(he wrote on the slip he delivered it at 11:26??????)
Then the fed-x guy asks me what my house looks like or if there was anything that might be helpful for him to remember about my house!
Well how about two full size cannons in the front yard to jog his memory!
Fed-x calls me back on the 4th and tells me the driver doesn't remember my house. (wonder how many houses he delivers with two cannons in the front yard??)
Anyway fed-x told me to contact shipper for them to reship.
Shipper would then file a claim and fed-x would reinburse them.
So I called the boot company and they said no problem.
I told them to make sure it had to be signed for this time though!!
So I should expect my boots within a week now.

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Jeb

Shoo,

Tough call. If it's not a lot of money (a hammer or two?), I'd probably re-send it just so no ill will is created.

BUT...I'd tell him that insurance is OPTIONAL...at his expense...and require a signature this time.

I guess I'm just repeating the good advice of others above.

Eight weeks does seem excessive though....

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'Merica!

Wait a minute, you sent it back in January and you just now received an email saying the guy didn't get it?? This is APRIL!!

If it were me, I would do what you did...send him the paperwork to prove shipping, and then I would be done with it.

Doesn't delivery conformation and insurance require a signature? If so who signed?

Since it took so long for him to get in touch I am more than a bit suspicious.

Fred

As far as this one is concerned, if the item isn't difficult for you to replace and you feel it will help your business standing to replace it,,do so. If you feel the guy is just jerking your chain looking for a free sample, then your obligation was fulfilled when the package was delivered as your D/Conf indicated 4 months ago.

4 months is a bit of a wait for an 'Oh Gee,,I didn't receive it yet".

Most people are looking for their stuff in a reasonable amount of time after the vendor receives payment and then estimating in transit time by the shipper.

Del Con. by the P/O only tells you that they shoved the package into the mailbox or threw it onto the front step,,nothing more. Their obligation is complete at that point. They scan it delivered and they're done. There's no signiture required on a Delv Confimation.

Newest P/O regs don't require a signiture for any value under $200 anymore. So even insuring it wouldn't make sure they place it in the recipients hand on delivery unless the ins. value is over $200. Insurance would however give at least one frustrating avenue of recourse to follow up with at the P/O if you're looking to spend some idle time somewhere.

A signiture delivery is the other option.

All these must be up front costs and options presented to the customer though.

I don't think PO insurance will cover a package that is missing once it is scanned as delivered (Delivery Confirmation). I believe it only covers missing in transit or damaged, might be wrong on that though.

Some things to check out and then post up on your shipping info for the customers.

dont bash the USPS too much...Ive had UPS deliver stuff to my house ...drive in put the package on the porch ,knock on the door and leave,(i was takin a nap at the time),We live in the country (farther north than Shooboy) our postman will put things that are too big for our mail box in our garage.

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UNDER THE CONE OF SILENCE

+1 Something isn't right when the buyer takes over 2 months to inquire about his order. I'd be very leery based on that.

Signature is only required if the declared value is over a certain amount unless you pay extra to have it delivered confirmed with a signature. There is a "certified" delivery in which the USPS tracks it until it is marked "delivered" and then they're done with it.

It's a PITA but I usually pay the extra so I can prove that "so & so" signed for it at (date/time). Takes all those questions away and if no signature can be produced the post office is liable.

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Qui plantavit curabit

+1

However, I don't think that just because he took so long to get back to you about it, means he's up to no good. Some guys are busy, some don't mind waiting, and don't want to pester you. Does this guy have good feedback here or anywhere else that you know of? That will speak more to what kind of guy he is than a bunch of us assuming he is trying to rip you off. You did right by me, and I hate to see you get burned, but in the end you'll have to decide what is best for you. I feel for you.

If I ship something of value I always insure it, and tell the buyer it's going to require a signature. I give them the option of receiving it at their home address, or their work address, as some people get real upset when they miss a delivery that requires a signature.

If they insist I send it without requiring a signature, then I have an email record of them doing so, and I feel it's not my problem after that. Delivery conformation is my proof it shipped it, and delivered. If the buyer lives in an area where theft can occur then they should take steps to prevent it.

I try to be flexible and accommodate buyers, but I protect myself always.

I'd be ashamed to send someone an E-mail 2 months later to inform them that I didn't receive my order. He doesn't even deserve a response.

Smitty

your heart is probably pretty close to right in the matter.
Your customer has more or less resigned to the fact that the snerts of the hood walked off with the goods. So I suppose you could skate right on out of things if you opted to run shop like a NYC based firm. On the other hand, its only part of the American way to take the best possible care of your customers, which would mean a redo of the order.
This shows all the right kind of pride in your craft. Ive done the same on a project that proved to be on the bleeding edge of possible.
the act is a little bit of a gamble ... your customer may be irreparably upset ... or he may not be.
the only absolute outcome is doing nothing, where your guy will absolutely be upset.
roll them thar dice

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it just needs more voltage

Not so quick there. I sent an air rifle by FEDEX with sig. required. The driver dropped it off at the door and left. Luckily the package was not stolen. Waddya gonna do?

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John

Under those circumstances FedEx would be 100% responsible. You would file a claim and they would have to reimburse you for your loss.

Shoo, Many "good" points precede this post. I just can't get over why so long before he emailed you to see where the goods were at!

I can't get over that. As someone said before...I look for my stuff when I'm told it was shipped and would have wanted to know *edited* allot sooner than he did!!!

Good luck with your decision. rags

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RIP Shipmate

The only thing I've ever had to be lost in the mail was an order of pocket knives from Smoky Mountain Knife Works. I called them and told them I never recieved the order. They said no prooblem, they'd get another order shipped that day. Two days later I recieved them. I don't think they were obligated to do so, but I do quite a bit of business with them, and I tell others every time I get a chance. That meant a lot from a customer's standpoint.

What Wheelgunner840 said! Thats exactly what I would do...

I had (no need to say the name) leave $4500.00 in car parts at a house not even on my street around the corner and I was so excited about getting them and kept checking the tracking number to see the transit and noticed they were delivered/signed for. I called and said I never received them and they were just signed for and delivered. They called the driver and he was like I brought them to the right house and argued, well thank god the guy around the corner was a good guy and drove the goods to my house where I stood waiting.

They all make mistakes though... It happens unfortunately.

It's pretty much been said, but if your cost is on the low side and the chance for repeat business is on the high side, I'd replace the product. A middle ground might be for him to pay for the shipping or half the cost. Either way, you should do something to make the pain on his end a little less. That's good business.

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18-4, 15-4

If it smells like fish it probably is fish. I say the guy is senile and doesn't remember receiving the package, has your email mixed up with another order, or wants another free hammer.
You can always take the high road and resend...but what if it you sent him a high dollar item? I think it may make a huge difference. I have sent USPS with the green confirmation 50 cent sticker many times and never had a problem.

I do not consider something delivered until it is in my hand. If you shipped it insured, I would try to collect the insurance.

If you do decide to reship, I think that you can write off the cost as an expense on your income tax.

I bought one of your hammers and I think that it is a work of art!

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Corripe Cervisiam

Back last summer, I purchased 4 magazines for my SKS and case of HP and a case of SP for it. The ammo was shipped in two deliveries (HP was back-ordered). I was home when both were made, heard truck drive up, got out of computer room, walked to front door and watched as truck was driving away. Fortunately, he left the ammo. I still don't know who signed the "Adult Signature Required" part of the airbill.

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Smith .. and Wesson .. and me

I would ship him another hammer, and adjust my shipping policy to include a signiture. I've found that if a customer feels wronged they will tell everyone, but if you give the benefit of the doubt they will normally tell that. But ship your product from now on with a signiture required, or insured as part of the price.

Shoo - I think I know you well enough to say that you are not going to feel good about yourself until you send another one, insured, delivery confirmation required.

Pete

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NRA, GOA Lifer

"Doesn't delivery conformation and insurance require a signature? If so who signed?"

No, no signature is required.

I was a rural carrier for a while and had a scanner to scan each package or letter that was certified, delivery conformation, registered, etc.

Registered mail is the best, as a signature is required, either at the house or at the post office. The actual signature is captured on the scanner and can be recovered by the postal service if there is a question about the delivery.

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John 3:16
WAR EAGLE!

1. Buyer and Seller need to report the loss to the Post Office. Then, Postal Inspectors can investigate and the postmaster can look for a misplaced package at the post office.

2. You have no further legal obligation except from a customer service perspective. There you have to do what feels right and what is best for your business.

3. In Atlanta, petty criminals abscond with mail all the time. It's a royal pain in arse. I've not been compensated by any shippers. I ended up going to the UPS store and getting a box for our shipments.

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Vanquish Fear and Panic!

Shoo-
You don't say whether he was informed when it was shipped. If he did not know it was coming, he would not know it was missing.

People hate shipping costs. I do too. The problem here is the money it costs to be fully covered.
NO signature is required till you insure for over $200, and that will cost $4.60.
On a $50 item, you just added 10% to the cost....

You can look at it through the cold eyes of the math-
The customers will HATE the added cost. If YOU pay it, you would have been as well off to eat one $50 item for every 10 or 11 shipped.

On the ethics of the present dilema-
DID he know it was coming? If NOT, he was under no obligation to inquire of you any earlier. Are we talking a lot of money? Was it insured?
From what I have gathered, it appears this is the scenario-
Man sends money for product. Man waits. Man asks about delivery, not yet receiving. How would you feel?

Bottom line, you will be haunted by it till you replace it, cause you have his money, and he has nothing. Just a cost of doing business.

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Regards,
Lee Jarrett