Missing Parcels

[GemmaJoy]

What are your thoughts on missing parcels? As a seller do you replace missing orders?

I seem be having a few missing parcels atm. In my store policy I state that I do not take responsibility for missing parcels unless they are sent registered. But it's easy to say this but I don't want bad feedback for something that isn't my fault.

This is for sales from my supply store not handmade.

What do you do and any advice on what I should do?

[InspiredWish]

I always wondered what I'd do if this happens. Keen to hear how others have handled this.

When I get an order I send an email that includes, 'your order will be sent regular post. As mentioned in my policies registered post is available for $3'. I think I might fall back on that, but I'd probably feel really really really bad about it.

[robyn lee]

Hi Gemma,

How frustrating to say the least! Did you know that you can claim up to $50 for a missing parcel even when it is sent regular post...providing you have proof of posting. This has happened to me only I was on the receiving end (or not receiving!). The seller immediately replaced the parcel and was able to claim....after that I opted to pay for registration. Somebody ended up with a nice parcel of fabric!

[GemmaJoy]

My 2 missing parcels were sent on the same day (20/5/2011). Which makes me think they might have been at the bottom of a big mail bag.

I don't have proof. I sent them both as large envelopes (they were under 2cm). At my local post office I can stand in line for 20 minutes waiting to get served, for them to put a stamp on it.

I don't really know what to do. I ask both ladies to wait a bit longer and that they were sent on the day they were purchased.

I don't want bad feedback on my store but if I keep having to replace stock I spent I'm going to have to put the prices up on all my items to cover this cost (and there's already a lot of other sellers on craftumi undercutting people to get a sale).

Fingers crossed the parcels arrive. I do like the idea of the disclaimer when I contact the buyer to thank them for their purchase.

[kanga creative]

I have noticed this happening quite a bit on stores on facebook. Too often in fact, it makes me wonder. One of my parcels I sent out recently did take a few days longer than usual, but it eventually turned up. I'm not sure what I would do if it didn't. I would probably ask the purchaser to contact Australia Post and I would do the same.

I think the best thing to do is offer express post, and state you can't take responsibility if it is lost in the mail. I have also just started taking a photo of the package (addressed prepaid satchel) before posting, just in case I need to prove it was posted.