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| | | Author: | wendybrowne  | | Posted: | May 19, 2021 00:17 | | Subject: | tracking shows delivered, buyer not received | | Viewed: | 147 times | | Topic: | Problem Order | |
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| hello,
I sent order out, tracking shows delivered, buyer says he did not receive.
what is my obligation at this point?
i dont feel that I have any obligation to refund or send duplicate parts to the
buyer. what say you?
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| | | | | Author: | wildchicken13 | | Posted: | May 19, 2021 00:27 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 55 times | | Topic: | Problem Order | |
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| In Problem Order, wendybrowne writes:
| | hello,
I sent order out, tracking shows delivered, buyer says he did not receive.
what is my obligation at this point?
i dont feel that I have any obligation to refund or send duplicate parts to the
buyer. what say you?
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Sometimes, the post office delivers packages to the wrong address. Maybe ask
the buyer to go to the post office and ask where their package was delivered,
or ask their neighbors if they received any packages addressed to them. I've
also heard that sometimes the tracking updates before the package is actually
delivered. If the package does not turn up, then unfortunately, yes you will
have to refund the buyer or resend the parts (PayPal/BrickLink policy).
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| | | | | | | Author: | BigBBricks | | Posted: | May 19, 2021 00:36 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 62 times | | Topic: | Problem Order | |
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| In Problem Order, wildchicken13 writes:
| | In Problem Order, wendybrowne writes:
| | hello,
I sent order out, tracking shows delivered, buyer says he did not receive.
what is my obligation at this point?
i dont feel that I have any obligation to refund or send duplicate parts to the
buyer. what say you?
|
Sometimes, the post office delivers packages to the wrong address. Maybe ask
the buyer to go to the post office and ask where their package was delivered,
or ask their neighbors if they received any packages addressed to them. I've
also heard that sometimes the tracking updates before the package is actually
delivered. If the package does not turn up, then unfortunately, yes you will
have to refund the buyer or resend the parts (PayPal/BrickLink policy).
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That is not actually the policy for BrickLink or PayPal. If the package shows
delivered the seller is clear of wrong doing. I'm not saying that the seller
should not attempt to help the buyer.
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| | | | | Author: | Captain_Q | | Posted: | May 19, 2021 02:02 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 61 times | | Topic: | Problem Order | |
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| In Problem Order, wendybrowne writes:
| | hello,
I sent order out, tracking shows delivered, buyer says he did not receive.
what is my obligation at this point?
i dont feel that I have any obligation to refund or send duplicate parts to the
buyer. what say you?
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I find there are 3 or 4 possibilities for this.
1: (the most likely) USPS delivered the customers package to a neighbor. This
can auto correct within a couple of days.
2: Sometimes the package is scanned before delivering and USPS may actually deliver
it with a day or two
3: Lost or stolen,  can happen
In these situations I explain that it could be #1 or #2 and that the best
way to find out is to wait several days because a neighbor could end up delivering
it within that time span. Most of the time it is one of those, like 80% to 85%
of the time in my experience when tracking states delivered.
Did they purchase insurance? Because if they did not, then you are technically
not obligated.
I personally provide free insurance on orders up to $35 in value so after waiting
a bit I would offer to send replacements, if I have the parts and a partial refund
for those I do not. It's a bummer situation so I feel bad for the buyer
as they for not receiving what they paid for and I am under the strong belief
that Lego should be a happy experience and not one that is upsetting.
-Captain Q
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| | | | | | | Author: | cosmicray | | Posted: | May 19, 2021 10:03 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 45 times | | Topic: | Problem Order | |
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| In Problem Order, Captain_Q writes:
| | 2: Sometimes the package is scanned before delivering and USPS may actually deliver
it with a day or two
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I had one instance, where the retail clerk hit the wrong button on the screen,
and scanned it DELIVERED instead of ACCEPTED.
Instant Delivery !
The customer was not amused.
Nita Rae
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| | | | | | | Author: | peregrinator | | Posted: | May 19, 2021 10:10 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 48 times | | Topic: | Problem Order | |
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| In Problem Order, Captain_Q writes:
| | Did they purchase insurance? Because if they did not, then you are technically
not obligated.
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I don't think this is correct. Insurance is for sellers to be able to recoup
their costs in the event of a problem. Lack of insurance does not absolve the
seller of the responsibility to ensure the buyer receives the product.
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| | | | | | | | | Author: | MrPetovan | | Posted: | May 19, 2021 10:39 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 46 times | | Topic: | Problem Order | |
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| Yes, this is how insurance works. The Seller always has to refund the Buyer,
and if they charged the Buyer for insurance, they can still get the order money
from the insurance claim.
In Problem Order, peregrinator writes:
| | In Problem Order, Captain_Q writes:
| | Did they purchase insurance? Because if they did not, then you are technically
not obligated.
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I don't think this is correct. Insurance is for sellers to be able to recoup
their costs in the event of a problem. Lack of insurance does not absolve the
seller of the responsibility to ensure the buyer receives the product.
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| | | | | | | | | Author: | Captain_Q | | Posted: | May 19, 2021 16:49 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 32 times | | Topic: | Problem Order | |
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| In Problem Order, peregrinator writes:
| | In Problem Order, Captain_Q writes:
| | Did they purchase insurance? Because if they did not, then you are technically
not obligated.
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I don't think this is correct. Insurance is for sellers to be able to recoup
their costs in the event of a problem. Lack of insurance does not absolve the
seller of the responsibility to ensure the buyer receives the product.
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As you have a store. Does this mean you buy insurance for every single order
or only when a buyer pays for it when you ship?
Some stores on Bricklink have very clear TOS that state they won't cover
losses if the buyer has not paid for insurance. When I make purchases on BL,
I don't expect a store to cover losses if I don't pay for insurance in
an event were USPS loses a package. However with my store I will provide that
service for free so customers can buy with confidence.
Now if the OP states in their TOS that they won't cover losses in the event
USPS lost a package and if the buyer has not paid for insurance then that is
their choice. I think it is bad business but that is their prerogative if they
so choose.
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| | | | | | | | | | | Author: | MrPetovan | | Posted: | May 19, 2021 16:58 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 28 times | | Topic: | Problem Order | |
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| Stores have a limited margin of maneuver in their terms of service. More specifically,
it isn't because they say in their Terms page that they aren't responsible
for package losses that they actually are. Paypal will honor a refund request
anyway and I'm pretty sure an NSS alert would complete on BrickLink as well.
As a seller I impose insurance above $50 order. Under that I accept the risk
that I may lose that much value for each order. I'm not sure why Buyers would
want to check the optional Insurance box except as a courtesy to the Seller since
the Seller is responsible for the package almost no matter what.
In Problem Order, Captain_Q writes:
| | As you have a store. Does this mean you buy insurance for every single order
or only when a buyer pays for it when you ship?
Some stores on Bricklink have very clear TOS that state they won't cover
losses if the buyer has not paid for insurance. When I make purchases on BL,
I don't expect a store to cover losses if I don't pay for insurance in
an event were USPS loses a package. However with my store I will provide that
service for free so customers can buy with confidence.
Now if the OP states in their TOS that they won't cover losses in the event
USPS lost a package and if the buyer has not paid for insurance then that is
their choice. I think it is bad business but that is their prerogative if they
so choose.
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| | | | | | | | | | | Author: | peregrinator | | Posted: | May 19, 2021 17:26 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 30 times | | Topic: | Problem Order | |
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| In Problem Order, Captain_Q writes:
| | As you have a store. Does this mean you buy insurance for every single order
or only when a buyer pays for it when you ship?
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I don't ask buyers to pay for it. If I send First Class then I'll insure
over a certain amount. Priority Mail is already insured up to $100, for commercial
customers, and I'll pay for supplemental insurance if the order is over $100.
But that's primarily to protect me from loss.
| | Some stores on Bricklink have very clear TOS that state they won't cover
losses if the buyer has not paid for insurance.
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Yes, but I'm not sure that's enforceable if, for example, the buyer makes
a PayPal claim.
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| | | | | | | | | | | | | Author: | wildchicken13 | | Posted: | May 19, 2021 17:45 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 33 times | | Topic: | Problem Order | |
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| In Problem Order, peregrinator writes:
| | In Problem Order, Captain_Q writes:
| | As you have a store. Does this mean you buy insurance for every single order
or only when a buyer pays for it when you ship?
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I don't ask buyers to pay for it. If I send First Class then I'll insure
over a certain amount. Priority Mail is already insured up to $100, for commercial
customers, and I'll pay for supplemental insurance if the order is over $100.
But that's primarily to protect me from loss.
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I think free insurance for up to $100 is only for Priority Mail Express. For
Priority Mail, it is $50.
| | | | Some stores on Bricklink have very clear TOS that state they won't cover
losses if the buyer has not paid for insurance.
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Yes, but I'm not sure that's enforceable if, for example, the buyer makes
a PayPal claim.
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| | | | | | | | | | | | | | | Author: | peregrinator | | Posted: | May 19, 2021 17:58 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 30 times | | Topic: | Problem Order | |
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| In Problem Order, wildchicken13 writes:
| | In Problem Order, peregrinator writes:
| | In Problem Order, Captain_Q writes:
| | As you have a store. Does this mean you buy insurance for every single order
or only when a buyer pays for it when you ship?
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I don't ask buyers to pay for it. If I send First Class then I'll insure
over a certain amount. Priority Mail is already insured up to $100, for commercial
customers, and I'll pay for supplemental insurance if the order is over $100.
But that's primarily to protect me from loss.
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I think free insurance for up to $100 is only for Priority Mail Express. For
Priority Mail, it is $50.
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For retail it's $50, if you buy postage online (e.g. through PirateShip)
it's typically $100:
"Priority Mail Express still includes $100 coverage. Priority Mail 1-day, 2-day
and 3-day will include $50 or $100 of insurance coverage depending on the payment
method, such as whether a customer brought it to a retail counter or if it was
paid for online."
https://about.usps.com/news/electronic-press-kits/priority-mail/assets/pdf/priority-mail-faq.pdf
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| | | | | | | | | | | | | | | | | Author: | wildchicken13 | | Posted: | May 19, 2021 18:40 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 44 times | | Topic: | Problem Order | |
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| In Problem Order, peregrinator writes:
| | In Problem Order, wildchicken13 writes:
| | In Problem Order, peregrinator writes:
| | In Problem Order, Captain_Q writes:
| | As you have a store. Does this mean you buy insurance for every single order
or only when a buyer pays for it when you ship?
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I don't ask buyers to pay for it. If I send First Class then I'll insure
over a certain amount. Priority Mail is already insured up to $100, for commercial
customers, and I'll pay for supplemental insurance if the order is over $100.
But that's primarily to protect me from loss.
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I think free insurance for up to $100 is only for Priority Mail Express. For
Priority Mail, it is $50.
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For retail it's $50, if you buy postage online (e.g. through PirateShip)
it's typically $100:
"Priority Mail Express still includes $100 coverage. Priority Mail 1-day, 2-day
and 3-day will include $50 or $100 of insurance coverage depending on the payment
method, such as whether a customer brought it to a retail counter or if it was
paid for online."
https://about.usps.com/news/electronic-press-kits/priority-mail/assets/pdf/priority-mail-faq.pdf
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For postage purchased via PayPal or USPS Click-N-Ship, it's $50. Just another
reason to switch to PirateShip.
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| | | | | Author: | TallyToyBricks | | Posted: | May 19, 2021 09:35 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 54 times | | Topic: | Problem Order | |
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| I've had a lot of luck giving a good description of the packaging (I use
colorful padded mailers for this reason).
As others have mentioned, have them check with neighbors or other family members.
I think almost all of my "missing packages" turn up.
Joe
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| | | | | Author: | Cob | | Posted: | May 19, 2021 10:23 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 47 times | | Topic: | Problem Order | |
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| In Problem Order, wendybrowne writes:
| | hello,
I sent order out, tracking shows delivered, buyer says he did not receive.
what is my obligation at this point?
i dont feel that I have any obligation to refund or send duplicate parts to the
buyer. what say you?
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If you ordered a package from Amazon/Best Buy/Target and you never received it,
what you would expect of Amazon/Best Buy/Target?
You should do the same.
I expect to get my package and would request a refund or another package sent.
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| | | | | | | Author: | peregrinator | | Posted: | May 19, 2021 15:34 | | Subject: | Re: tracking shows delivered, buyer not received | | Viewed: | 36 times | | Topic: | Problem Order | |
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| In Problem Order, Cob writes:
| | If you ordered a package from Amazon/Best Buy/Target and you never received it,
what you would expect of Amazon/Best Buy/Target?
You should do the same.
I expect to get my package and would request a refund or another package sent.
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Most big retailers also wouldn't ask their customers to ask around the neighborhood
to see if anyone got a package for them!
I think what I would do is to ask the buyer to wait a bit (a week? Maybe the
package is at the post office or at a neighbor's house), then refund. Of
course if the buyer winds up getting the package after the refund, then he or
she should reimburse the seller.
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USA, California
