Seller 50
Dear FT,
I run an oline blogshop selling accessories since December. Everything was quite ok and customer were nice. But recently I have been told by 2 customer their parcel went missing. One at TTDI area another one at Metro A Zon 5 area somewhere around KL Centre.
I don't know is it the postmen fault or somebody steal their parcel from their mailbox cos they were using Pos Express which doesn't need any recipient signature.
I was wondering, Should I fully refund to customer which their parcel went missing? But literally they're paying free money receiving nothing...
If I should refund, how many % from the total amount should be refund?
T&C were stated in most blogshop saying they're not responsible for the lost or damage of parcel during the delivery process, but once the buyer ask for refund, it's kinda hard to resist because we don't wanna lost our customer right?
Really hope to hear opinion from both buyer and seller. Maybe together we can figure it out a perfect solution for both side when parcel missing incident happen to any one of us.
Another thing, I hope buyers can be more responsible after they have made any order at any blogshop. After you asked and ordered the items, if you don't wish to purchase the item then at least you can let the seller know by telling them so that seller won't be hanging there don't know what to do. Especially hot selling items. Some people enquired the same item, but due to the irresponsibility behaviour of previous person went MIA after ordered, we seller actually don't know should we or shouldn't we sell the item to other person.
Please buyers, check your mailbox see is there any unreply emails to the seller. At least make seller confirm the cancellation of your purchase. This will help us to clean up our mailbox ALOT. ^^
Thank you FT for publishing this letter.
Hope buyers and sellers can both have fun trading in the e-shopping world!
Seller L
hi, the same thing happened to me too! :( a girl didn't receive her pos express package. i felt bad so i refunded 50% of the total price. although it's also stated in my e-shop that i am not responsible for any damages made by pos laju etc, i didn't want to leave a bad impression on my customer.
hey, i'm having a dilemma similar to yours too. but in my case, my buyer found defects on my items. it was fine with me, no defects whatsover. but she was finding this problem, that problem... which i myself cant even believe my eyes when i saw the sms. according to my T&C, i am not responsible. but when cases like this do happen, it's hard to deal with. you want to make them happy, but at the same time you don't want to rugi coz they can just simply make up stories or they themselves damaged the items...
headache...
Hows the status when u track at the pos office website? sometime although stated FINAL DELIVERY but the parcel actually still in pos office .
Ya , many like to reserved and MIA after that , no reply even we text them , so now we dont do reservation any more , who pay first will get hold of the item. =) we think that is fair to us as blogshop owner and also to those who sincerely want the item =)
You can call 1300300300~~
contact the post express department
They will have record the parcel send to which place~~
me again ><
i resolved the issue with my customer. good thing she was quite understanding. i stood by my T&C saying that i was not liable for damages before the purchase (mine was COD). and it was not fair to me. in the end i gave her 10% discount plus some freebies. still better than nothing right?
they have a record of which post office it goes to, but not the final adress cos it's pos express. i've tried but apparently they don't keep track of which address its delivered to cos there isn't a need for a consignee.
jiar :
once i called the pos office , they can even tell me my client name and also tell me the address is an office and i asked my client , really is an office . pos express case too!
Hi there, similar case happened to me too, i thought the parcel went missing and i wanted to refund to her because she was my regulars.
Before i could make the refund, she received the parcel, that was after 2 weeks from the date i sent. Sometimes pos express takes that long to delivery even though the status stated final delivery.
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