Waiting for Wattwagon motor - USPS delays

[GypsyTreker]

But they don’t. Amazon brains have made the market nuts. 6-10 years ago we ALL waited days for an email response and weeks to a month for product. Warranty? to funny!

I totally agree Thomas, my post was in reference to generating tracking numbers when the product has yet to be put in the shippers hands. Amazon simply filled a 4 to 6 week delivery hole that apparently consumers were ready for. No hassle returns? Hard to fault that. I would hope that consumers can give the smaller retailers a break when it comes to that level of service for no reason other than the fact that , as a Prime member, you pay a fee for the service Amazon renders. As far as Pushkar, it's obvious he is doing all he can to accommodate this fellow. I might have been inclined to go to the Post Office and retrieve my product, refund the full amount with a $5 gift certificate and apology. As my wife says in her high demand business (pre-covid) I don't want every customer, just the good ones. Wise policy lol

 

[GypsyTreker]

I think there in lies the issue. Here is a screenshot of another tracking for a different customer , where I dropped it off to USPS Boston, and the next scan is USPS New York office, after 20 days!! Unbelievable!!
View attachment 60630

Exactly my point. The day you delivered this was the day your shipping responsibility ended. I just received a product from a company that sent me the tracking number dated July 1st. It was not handed over to the post office till 4 days before it arrived. If I sell a guitar on Reverb and generate a tracking label ( I sell personal guitars, Im not a retailer) funds get transferred but I have 3 days before it actually has to get to UPS. Reverbs policy has been, or was, if the consumer does not have ship date and arrival info within 72 hours they can demand a refund and Reverb will hit my account. If it is like your example the customer may file a claim with the shipper, I would be out of the equation. I have no idea if that's changed although with my wifes biz on hold and guitars all over the place I'm going to find out how they now operate Lol

 

[pushkar]

Yeah. I am just stumped with cases like these. Any pointers to make the process / tracking better, please let me know.

 

[GypsyTreker]

Yeah. I am just stumped with cases like these. Any pointers to make the process / tracking better, please let me know.

Actually I think it's best to explain to the customer the current issues with shipping, offer to send a photo attachment of your staff dropping the product off at UPS, Fedex etc with a photo receipt of shippers taking possession. We do this for my wifes mail orders. It really helps the way conversations go if there is a problem. Also if someone is an a.h. during the purchase phase they only get worse after the sale. Save the energy for the good customers who appreciate your there to help them should a problem arise.

 

[Law]

You would also be surprised how many packages are flagged by Homeland and DEA.

 

[pushkar]

Actually I think it's best to explain to the customer the current issues with shipping, offer to send a photo attachment of your staff dropping the product off at UPS, Fedex etc with a photo receipt of shippers taking possession. We do this for my wifes mail orders. It really helps the way conversations go if there is a problem. Also if someone is an a.h. during the purchase phase they only get worse after the sale. Save the energy for the good customers who appreciate your there to help them should a problem arise.

I like the idea of sending pictures at dropoff. Will try to do that as much as possible.

 

[pushkar]

You would also be surprised how many packages are flagged by Homeland and DEA.

Really ? Tell me more.

 

[Ebiker33]

The problem from my view are customers expecting mom and pop shops to compete with Amazon. And the current climate favors the Uber wealthy making day to day sales a tough nut for us little guys. I use Amazon, but also buy from small shops whenever I can. How much money does Bezos need. We’ve become Pavlov's dogs. With ridiculous expectations..

I agree there is no way they can, and if they lose all local community support just based on prices they might not be around to help us out when shipping problems explode like they did with COVID.

 

[Ebiker33]

You would also be surprised how many packages are flagged by Homeland and DEA.

Leaving America or just going from state to state?

 

[Law]

Leaving America or just going from state to state?

Both. State To state, a motor may look very suspicious under scan.

 

[Ebiker33]

Wow, Homeland is worried about state to state transport, when does that inspection happen, I had no idea this was happening, what a drag on shipping from Boston to LA.

 

[Law]

They have huge processing centers with scanners, X-ray etc.

 

[Ebiker33]

@pushkar

Given that this is happening, are any customers reporting that it looks like somebody cut opened and resealed their packages, I would understand if it was going into Canada but Boston to LA, hmmmmm.

 

[BlackHand]

<snip>...offer to send a photo attachment of your staff dropping the product off at UPS, Fedex etc with a photo receipt of shippers taking possession. We do this for my wifes mail orders. It really helps the way conversations go if there is a problem...

I don't know about UPS but FedEx has a policy of no photography in the store and it seems USPS limits photos to the point that it might as well be prohibited:

Informal snapshots from handheld cameras for personal use may be allowed at the postmaster’s discretion provided that there is no disruption to Postal Service operations and that the pictures are taken from areas accessible to the public. In these cases, no prior permission is required from the Office of Rights and Permissions; however, no lighting or scaffolding may be set up, and no picture can depict any Postal Service employee, customer, security camera, or cover of mail (i.e., the exterior of a mailpiece, which would show customer name and address among other things). Postmasters may restrict any and all photography if they determine that it is disruptive or there are potential security concerns

Having said that, in the facility I am most familiar with customers are encouraged to take photos of their package with the label on it because it is in everyone's best interests. But pictures that include staff or the facility are not allowed.

 

[byunbee]

Yeah. I am just stumped with cases like these. Any pointers to make the process / tracking better, please let me know.

Use Amazon Prime delivery service?

 

[TomD]

I like the idea of sending pictures at dropoff. Will try to do that as much as possible.

Realistically, if someone doesn't believe you dropped off a package I'm not sure a picture would make any difference. Perhaps you could set expectations up front that USPS is having issues, but beyond that not much you can do once you ship if the USPS gremlins decide to mess with the package.

 

[GypsyTreker]

Realistically, if someone doesn't believe you dropped off a package I'm not sure a picture would make any difference. Perhaps you could set expectations up front that USPS is having issues, but beyond that not much you can do once you ship if the USPS gremlins decide to mess with the package.

Actually the way that works is by explaining to the customer they will receive a photo and transfer receipt as part of the purchase procedure. If they are so distrustful to not believe a photo and receipt as proof of shipment they have shown that trait (neurotic distrust) before any money has changed hands. My advise to a merchant would be to not take funds and require "local pick-up only". My wife only communicated via txt after the initial voice call. It totally removed any he said/she said misunderstandings. I remember she once told a friend that if all the difficult customers were as frequent as her friend claimed then it was something her friend was doing to extract that. I don't think they speak anymore, so what. Point is 98% of the people you deal with are not neurotic or distrustful and simply do business with the expectation of transparency should a problem arise. Avoid the difficult 2% ( Ok maybe it's 5%) and run your biz for the 95% +.

 

[byunbee]

Actually the way that works is by explaining to the customer they will receive a photo and transfer receipt as part of the purchase procedure. If they are so distrustful to not believe a photo and receipt as proof of shipment they have shown that trait (neurotic distrust) before any money has changed hands. My advise to a merchant would be to not take funds and require "local pick-up only". My wife only communicated via txt after the initial voice call. It totally removed any he said/she said misunderstandings. I remember she once told a friend that if all the difficult customers were as frequent as her friend claimed then it was something her friend was doing to extract that. I don't think they speak anymore, so what. Point is 98% of the people you deal with are not neurotic or distrustful and simply do business with the expectation of transparency should a problem arise. Avoid the difficult 2% ( Ok maybe it's 5%) and run your biz for the 95% +.

This type of person should not be ordering things online.

 

[TomD]

It will probably freak these types out more that you are going out of your way to demonstrate you shipped an item before there is a problem. If things go sideways it looks even more suspicious.

 

[GypsyTreker]

It will probably freak these types out more that you are going out of your way to demonstrate you shipped an item before there is a problem. If things go sideways it looks even more suspicious.

You can't fix stupid (neurotic)....right? Do you really think all these email only customer service depts are done to screw the customer? They are done to document communication. If a consumer forewarns a merchant that they expect hand holding from the minute the money is paid and during the shipping and ownership of that product, and they ( the neurotic) always let you know. Those demands should be put in writing since they are beyond the pale of normal business policy. To my way of thinking they are actually custom purchase requests that add to costs. As a merchant I am within my rights to add a margin of profit to my cost and add that to the std retail price or choose not to accept the "custom" request for "added" demands. My personal policy was the latter. Never once ( although threatened) went to court or small claims but would have if summoned.