Here is a question for all those sellers and buyers on online venues or e-commerce platforms... what to do when the intermediary, the postal service, fails you?
Until today I had never had a problem with the postal service. I usually do not send packages insured because it implies multiplying the shipping costs almost 5 times. Yeah, that much. Sure, in that way the seller is certain that the buyer got it's purchase, and the buyer can be certain that the seller did indeed send the item by checking it with the tracking number. But with no certification, no signature at arrival, no insurance one is a bit at the mercy of the good will of the other person... and the postal service.
Before Christmas I sold an item and I waited 2 weeks until the bank transfer got in. I know it always takes some time, so I didn't worry. As soon as the money was in, the package was out. Since it was under 2kg, it went uninsured (no signature) and with no track and trace number. Those are the postal service conditions which I wrote in my Terms and conditions in the shop. If you want track and trace then you have to pay the extra it costs.
Now, after a week of being shipped, the buyer hasn't received the package yet. And she is wondering where it is. It's to a neighboring country and it usually doesn't take more than a day or two.
I can see how she might think I scammed her... but on the other hand, how can I know that she did indeed received the package and she is now telling me she didn't?
I tend to think that people are good and won't do these kind of things... so it is hard for me to think that the other one is scamming me.This responsibility as an artist and seller sort of weights on me. I feel bad, I can't take it off my mind. I feel troubled. Sounds silly, but I do.
How do I fix it... should I? The policy in my shop is clear on this... I'm not responsable. Yet I feel I should do something, but I don't want to be taken for a fool either.
On a more practical side, if no package appears (thanks to the postal service) this could mean bad feedback... and we all work so hard for good feedback. Not because of the number itself but because we all know that people don't read the Terms and conditions in a shop before purchasing something... but they do look at your feedback.
I will go down to the post office tomorrow and ask about it. However, with no number, they can't do anything. I will ask nonetheless. Maybe with this very bad weather and frozen roads, everything is delayed.
Otherwise, how does one come to an agreement with -what will be- a very unhappy customer?
Have you been through this? How have you dealt with the situation?
Any feedback, very much apreaciated.