A client orders an item on December 14th and it ships on the 15th of December. The client is located on the east coast and we are shipping from the west coast. We upgraded their shipping from standard shipping to priority shipping for free. The client calls me on the 23rd of December and says they didn’t receive it yet so I check the tracking on it. The tracking says it is on route from the sorting facility which is located on the west coast. There have been no updates to the tracking since the 15th. It would be nice if USPS would update a little more often. This would help them to have fewer phone calls and complaints. I called USPS and went through their phone system. I tried to get a live person and hit 00, but the recorded message basically said they don’t take customer service calls this time of year. 1-800-ASK-USPS is their number if anyone needs it. The client is upset because they needed it by Christmas and they want to know what I will do about it. I was extremely nice about it, but I don’t have any control over the shipping process. Sometimes shipping takes longer than expected this time of year. This happens almost every year. I requested that the customer be patient and I haven’t hard from him again. So we will see what happens. I will check tracking over the next few days and hopefully he will receive it. Has this ever happened to you?
A customer purchases an item over the internet. The order is over $250 so we give them free shipping. They get the item and don’t like it so they want to return it. Should the customer be responsible for the original shipping since they didn’t keep the item? What do you think? The original shipping was $4.95 which is not a lot, but why should the vendor eat the shipping?