If your buyer’s package gets lost in the mail, you have several steps for providing them great customer service to help mend a negative experience:
Communicate with the buyer
The first step toward resolving any issues is to communicate openly about the order status through Messages.
Be sure to let the buyer know of any tracking updates or any communication you receive from the carrier or insurance provider. Provide shipping documentation to help the buyer and carrier locate the package.
If the package was delivered but the buyer can’t find it, consider asking them to check in with another member of the household, or their office if it was delivered there.
If they’re trying to find the package at their local post office, provide them with any shipping documentation you may have to help them locate the item. Encourage them to check in with a neighbor as well. If you end up opening a claim with the shipping service, keep the buyer informed about any progress.
Send a replacement or refund
Alsindbadland doesn’t hold sellers responsible for items that are lost in mail. However, if you’re able to, consider sending a replacement item or a refund for the order. Sending a replacement or a refund can build customer satisfaction, which can help your business succeed in the long run.
Best practices for future orders
Be sure to review any Messages you receive from your buyer prior to shipping their order. They may have provided an updated shipping address, or attempted to coordinate delivery through another service with you.
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