International Shipments

Hi All, I sent something to France on May 5 and it hasn't arrived yet. What should I do? The customer did not take insurance. Should I refund his money or give it more time. Has anyone else had this happen? I've been selling on-line for over 15 years and everything has always arrived! Karen

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Replies to This Discussion

Permalink Reply by CheriShops - Admin on June 18, 2012 at 2:51pm

how did you ship ie is it trackable?

I have had overseas packages take over a month so it may not be lost (yet)

I try to always use tracking, and for those options that don't track (Priority small flat rate and first class international) I insure with insurepost.com as they still cover those.

I heard from someone who sells on eBay that there seems to be a major level of international customers claiming their first class and small priority flat rate boxes not arriving and demanding money back...perhaps some know these are not tracked or insured by USPS and are scamming?

Permalink Reply by MiKollectibles on June 18, 2012 at 2:54pm

Hi Karen, It is always distressing to find out an item was not received. I make a point of reminding the buyer that if they choose to buy an item and have it shipped without insurance, that I am not able to help them recoup any financial loss for undelivered or damaged packages. As long as they know what the risks are, I can be concerned, maybe try to help them track the item, but not feel responsible to reimburse them. It is a fine line with our reputation on the line. Maybe think about the value of the item? Is it worth it to you to return the money? I have also had someone try to scam me before. Good luck!

Permalink Reply by 2Hearts Uptown @Ruby Lane on June 18, 2012 at 2:54pm

Someone else may respond with more accurate info, but here is my experience: If they paid with PayPal and file a claim against you, PayPal will refund their money within about one week. If the customer subsequently receives the item, he/she is supposed to pay again, but PayPal won't enforce that. If they didn't use PayPal, then it may depend on your policy or credit card policy, etc. I assume that if they don't receive it, I'm on the hook for it. If you don't buy insurance through Insure Post (or another third party insurer), then you are essentially self-insuring. If this is the first time something hasn't arrived in 15 years, then all the money you saved by not buying insurance is much greater than your loss. I have a lost shipment right now, too, (via Registered Mail, no less) to Brazil, but I waited an extra day before getting insurance, and find myself on the hook for about $300!!

Permalink Reply by MiKollectibles on June 18, 2012 at 3:05pm

Hmmmm, I didn’t know that PayPal would refund the money right away. I guess it’s always best to just automatically include insurance in postage fees. I use an outside insurance vendor so I can still ship First Class Intl. Thanks for the info.

Permalink Reply by CheriShops - Admin on June 18, 2012 at 3:11pm

If you have no delivery confirmation, and even with, if you don't have proof it has been delivered, and the buyer files a PayPal claim for item not received, they will give them their money back immediately

Permalink Reply by Karensfinds on June 18, 2012 at 3:35pm

Should I send him my receipt from the post office? He said that he bought many other items from RL at the same time and they all arrived already so I don't really think that it is a scam or he would be contacting all of the other RL sellers that he bought from! Or maybe he is!!

CheriShops - Admin said:

If you have no delivery confirmation, and even with, if you don't have proof it has been delivered, and the buyer files a PayPal claim for item not received, they will give them their money immediately

Permalink Reply by Karensfinds on June 18, 2012 at 3:36pm

I didn't know that about Paypal either. Thanks for the info.

MiKollectibles said:

Hmmmm, I didn’t know that PayPal would refund the money right away. I guess it’s always best to just automatically include insurance in postage fees. I use an outside insurance vendor so I can still ship First Class Intl. Thanks for the info.

Permalink Reply by Karensfinds on June 18, 2012 at 3:39pm

That's a great idea to put it in writing. I will do that next time. My items are not that expensive for the person to want to pay the insurance.

MiKollectibles said:

Hi Karen, It is always distressing to find out an item was not received. I make a point of reminding the buyer that if they choose to buy an item and have it shipped without insurance, that I am not able to help them recoup any financial loss for undelivered or damaged packages. As long as they know what the risks are, I can be concerned, maybe try to help them track the item, but not feel responsible to reimburse them. It is a fine line with our reputation on the line. Maybe think about the value of the item? Is it worth it to you to return the money? I have also had someone try to scam me before. Good luck!

Permalink Reply by Karensfinds on June 18, 2012 at 3:42pm

Good Luck to You!. I guess that this is just part of having an on-line business.

2Hearts Uptown @Ruby Lane said:

Someone else may respond with more accurate info, but here is my experience: If they paid with PayPal and file a claim against you, PayPal will refund their money within about one week. If the customer subsequently receives the item, he/she is supposed to pay again, but PayPal won't enforce that. If they didn't use PayPal, then it may depend on your policy or credit card policy, etc. I assume that if they don't receive it, I'm on the hook for it. If you don't buy insurance through Insure Post (or another third party insurer), then you are essentially self-insuring. If this is the first time something hasn't arrived in 15 years, then all the money you saved by not buying insurance is much greater than your loss. I have a lost shipment right now, too, (via Registered Mail, no less) to Brazil, but I waited an extra day before getting insurance, and find myself on the hook for about $300!!

Permalink Reply by Cheryl F Plue on June 18, 2012 at 4:08pm

I would ask your customer to check at their post office to see if its there...this has happened to my customers, item is not delivered but its just sitting at the post office not delivered..

Permalink Reply by Karensfinds on June 18, 2012 at 4:28pm

Great idea. I will do that.

Cheryl F Plue said:

I would ask your customer to check at their post office to see if its there...this has happened to my customers, item is not delivered but its just sitting at the post office not delivered..

Permalink Reply by Suzy's Timeless Treasures on June 18, 2012 at 4:39pm

The package could also be stuck in Customs in France. I once had a eBay buyer from the UK claim that he never received a $35 new toy. Turns out he didn't realize how expensive the Customs fees would be so he never picked up the package, claimed to me he never received it so I refunded his money and then about a week later, the package came back to me with the whole story stamped on it. At least I got the item back and was just out the shipping cost but I was irritated over being lied to because the buyer made a mistake.

Just as a rule of thumb, InsurePost.com has you wait 45 days from shipping date before you can start the claim process. I've had packages take over a month to arrive overseas. If the item was not very expensive, I would just refund the buyer and consider it a cost of doing business. I always insure overseas packages with InsurePost.com if the item cost is above $25.

Good luck!