Package Getting Lost

If your buyer’s package gets lost in the mail, you need to communicate with the buyer. Here are the options to provide them great customer service to help mend a negative experience.

Make sure you’re answering your buyer’s Messages about the status of their package.

  • 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.  Contact the shipping service you used to send the package and ask to open a claim. This may help the shipping service either locate the package or compensate you for the lost item so you can refund the buyer. 
  • Send a replacement or refund: SVM doesn’t hold sellers responsible for items that are lost in the 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. 

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