Dear Diary,
Packages lost means money out of my pocket for refunds. The post office is slipping and has my customer tripping.
~ No scamming on my watch
Today I am here to talk to you about when a customer’s package get lost.
About a month ago, I had a buyer come back to me and asked me if I had sent out their item. They had bought this item like over a month prior. Of course I had sent them all of the tracking information and everything. I was assured that item had gotten to them because it said that it was delivered like a few days later. So to receive a message saying, “Oh, well, I haven’t received the package” was quite alarming. They went on to say to me, “If someone has sent you any messages or anything, that was not me. My account was hacked. I had to have things shut down and blah, blah, blah”.
I went in and I searched my records. I found that yes, the item had been delivered, and gave them the address that I had sent it to and all of this information. Well lo and behold the item had not been delivered. The delivery person had tried to give the item to the place where they had gave me the address to and for whatever reason the mail person couldn’t figure out exactly where to deliver the package. They took the item back to the post office. They still had it as delivered instead of saying that the package was at at the post office and the person had to come pick it up.
I’m saying all this to say if I had not kept track of everything, meaning the tracking number, the address, who the person was, what the item was and all of this, I would not have been able to help them. Having all the information helped me to be able to show them that I had first off delivered their item, as I had said, and it also showed them what they needed to do to be able to go and figure out where the item was.
I want you to be sure that you are keeping track of everything that you do. Keep track of the name of the buyer, what platform they were on, what the item was etc. Keep your reciepts from sending out the postage and also making sure that you track when items were delivered. You will also keep track of when it was delivered that way if a customer come back and say they have not received the item. Then you will be able to go back into your records and find what the item was and when it was delivered. You want to just make sure that you have some kind of system, whether it’s on the computer or a little black book or something that keeps track of all of that for you. So that if something like this happens, all you have to do is go through your pages, look up the person’s name, email or whatever it is that you need to find to be able to let the person know that you did sent it out. Then you will be able to help them.
This buyer had spent quite a bit of money on those particular items. It was imperative that they knew that first off that I didn’t scam them. Secondly, that yes, I’m here to help them receive their items if something goes wrong. It is just a matter of showing them good customer service by allowing them to be able to know that I am there for them. I’m going to do what I need to do to help them get what they need from me as I work with them. Keep that in mind. Take notes. Keep track of what you’re doing in your business, so that when things like this happen, you will be able to help yourself and to help your customers.
Until next time…