I need some advice from you guys, please help !!!

[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

 

[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

 

[onegunshort]

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.

 

[X-RingDistroyer]

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

 

[Bullseye Smith]

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.

 

[Wheelgunner840]

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

 

[JayCeeNC]

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.

 

[n4zov]

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."

 

[shooboy]

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

 

[ischia]

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

 

[Jeb Stonewall]

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.

 

[G-Mac]

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....

 

[Bassamatic]

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.

 

[SWID]

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

 

[2152hq]

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.

 

[roarindan]

Posted 05 April 2009 10:49 PM Hide Post
Just

Posted 05 April 2009 10:49 PM Hide Post
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

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.

 

[$2Ray]

Originally posted by SWID:
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

+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.

 

[NFrameFred]

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.

 

[Gun 4 Fun]

Originally posted by NFrameFred:
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 tacks 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.

+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.

 

[TAC]

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.