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Post by RetroMonde on May 9, 2019 16:39:24 GMT
Late last month on Etsy I sold & mailed a coat to Germany; buyer paid shipping. Apparently it arrived to customs and awaited a pickup by the buyer. But she claims she didn't receive her notice to pick it up until it was too late and so it's being returned. Of course I sympathize and want to believe her BUT I don't feel I should be on-the-hook to refund her original shipping cost. If it's returned safely I'll refund her original cost of the coat. I haven't answered her yet beyond asking exactly what happened at customs, expecting that she had balked at the fees etc. (That could still be what happened). Is there any way to intercept a package to prevent it's return? Thanks!
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Post by chapeaunoir on May 9, 2019 17:23:36 GMT
Package intercept is only available for domestic shipping. I had this happen with a French buyer and she just paid to have me re-ship the item. I would just refund item price, though, since it had, indeed, been delivered. Your buyer could come back with EU rulings that you're on the hook for shipping AND item price, but most people are reasonable.
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Post by RetroMonde on May 9, 2019 21:39:25 GMT
Thanks! She originally asked me what happens next with shipping and her Klarna payment. Had to look that one up; it's just another e-payment system. I'll refund her thru Etsy payments when it's returned and let her, Etsy & Klarna sort the details out. PITA tho!
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Post by chapeaunoir on May 9, 2019 22:36:10 GMT
My French buyer said her local post office was awful about leaving notes for packages, and she had actually gone in to try to check on it when it seemed to be a while arriving, because she realized that they may have done this again, and was distressed to find it had already been returned - apparently they didn't even keep it the proper time. She said she's complained to no avail, and asked if I would resend and tell her how much it was and she would reimburse me. It went smoothly. I knew she was telling the truth because it was returned way too quickly for it to have been kept very long. Often people don't know that you can oftentimes track things with customs numbers - I told her about that and she was glad to know. Now I just keep my eye on international shipments. I have a wedding dress I just shipped to Turkey that I'll keep half an eye on - Turkish post is reliable but I get wary.
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Post by RetroMonde on May 10, 2019 4:10:50 GMT
Tracking international orders is a good idea that I've never done. If I'd been watching I'd have been able to let her know it was ready for pickup, tho honestly we shouldn't have to babysit foreign customs or postal entities.
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Post by chapeaunoir on May 10, 2019 4:21:54 GMT
We shouldn't, but I often think of it as being a value-added service that takes very little time to provide and costs us nothing, but differentiates us from the big guys, and is why people should try us first. Like helping someone with a little advice about a 'lost' package, which we were talking about the other day.
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Post by RetroMonde on May 10, 2019 16:20:21 GMT
Well, just to soothe her I'll refund her entire payment including the shipping she paid since the return isn't her fault. UNLESS I'm gonna get bit in the behind with some fee withholding I don't know about. It's Etsy managed payments; am I likely to lose part of the FVF by being a nice guy? Anyone know?
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Post by chapeaunoir on May 10, 2019 16:54:19 GMT
I think (it has been quite a while but I've been in managed payments since the beginning) that If you cancel the transaction and refund you'll be OK. The new forums are a mess but I think if you ask in "Pricing and Finance" you can get some help on that.
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