Lost Mail Via Normal Postage

efashionshop

hi people,
like to hear opinion about lost mail via normal post.

recently, I have a case of lost mail via transit. in his order, he stated registered post. But I quoted him normal postage fee and he paid me the normal postage.

When the stocks arrived, i sent via normal post n it has been about 1.5 wks n he never rcd the pkg. Not a big pkg, an A4 envelope containing 2 Tees. The customer has been pestering me every now n then about his items. I had called up singpost n they cant find any pkgs left pending for tt add.

Now the customer want me to take full responsibility for the lost mail n send him the replacement of 2 tee. The goods cost about $60+.

So, I told him tt it was stated in my website tt I am not responsible for items lost send via normal post. If its in your shoes, how would you handle such customers and what will you do? Anyone had similar situation and can advise. keen to hear opinion

noeclue

we had about 10+ lost packages last year within a week using normal postage. Since then, we have decided to send only using registered post.

IMHO, if you care about your reputation, you should re-send at no additional cost. As seller, we have no choice. A bad feedback on the internet may turn off many more potential customers.

tinytiny

You are right. I have encounter lost mail before also. Sometimes you also nt sure whether true or not..whether izit they wan to have another same pc...but as a seller though you say nt responsible for lost mail, normally you have to be responsible when it comes to difficult buyers. For understanding ones, they can "blame" it on their luck. But for some difficult ones, if you dun send them replacement, they will give you hell Like fancypocket says, sometimes better to use reg mail.

efashionshop

hi

usually i let the cust choose normal or reg post..so for nw, still nt sure cos waiting for singpost to reply again.

moreover, this is the customer first order, nt my regular. if regular, mayb i will do replacement. but first customer?? as wat tinytiny said, mayb they may nt be true too about lost mail.

StatuesqueCharm

Hihi,

I lost my mail once. Singpost will not be able to locate the lost mail if was sent via normal post. That time i called to them and made noise, but there's nth they can do about it. Its true that you may not know whether the customer is lying, however if you do not wish the situation worsen, i think you probably hab to bear some cost for the lost mail.

Eg. My customer oso asked for refund. I told her its her choice to choose via normal. however i agreed to do a refund of 40% to her, and she's ok. Till now she has became my regular. Anyway, it doesnt benefit us, when come to such situation. Treat it s "po4 cai2 dang3 zai1", ya?

forestflame

My two-cents worth:

1. Give customer replacement. Learn from this and move on. If he badmouths you at other forum, you end up with a bad name. Reputation is very crucial in online business.

2. To indemnify yourself, get a Certificate of Posting at the Post Office. You pay only 20 cents and you get a stamped certification to prove that you have sent out the package at the same Post Office. This protects you if customer opts for normal mail.

FF

evianliew

My experience here with mailing orders.

I usually request customers to pay for registered mail, especially for high value packages.

As a seller, we tend to be at the losing end if we have honestly sent out the goods.

The buyer can argue that the seller did not send out the item and also claim that s/he did not receive the items.

When they badmouth us, we don gain anything.

So the best way is to make them pay for registered mail.

Anyway, they pay for it. Why bother to help them save a few bucks and get more trouble for ourselves.

Even we, as wholesaler, ever faced the situation whereby the customer come back to us a few days later claiming that this item, that item is missing, when they have checked and signed their acceptance on the spot when they accept the goods.

Nowadays, there are many unreasonable customers who want the best stuff but are reluctant to pay.

We are not doing charity work and we think that letting us make a small margin out of the sale should be acceptable.

Buyers can choose who to buy from and similarly, we sellers, we also deserve the right to choose whom to sell to.

efashionshop

hi ladies, tks for your advise. i ofered a 50% refund but cust rejected.

Anyway, singpost finally found the okg n sent to the cust. so case closed. cust gave wrong add la, so tts why it took so long.