Friday, July 24, 2009

Lost Packages

This post could also be titled: "The Nicest Customers."

On July 2nd I shipped out 6 packages of buttons from SW Florida. One to CA, one to MI, one to IL, and 2 to two different customers in GA.

About 2 weeks went by and one of the customers in GA sent me a convo (etsy-speak for an email) letting me know that she did not get her button order. Gosh what a patient person! I think I might have emailed sooner than that asking unless it was something I ordered from overseas.

I always use delivery confirmation, so I found myself, for the first time actually using it to check on the package. Records showed that the package was stamped in Fort Myers, FL on July 3rd, and no tracking information after that. It just said it was in transit.

I decided to check ALL the packages I mailed that day. Tracking showed that the packages to CA, MI and Il had all arrived ages ago. Both packages going to GA had been scanned in Fort Myers FL on July 3rd and were never delivered.

I quickly emailed the other GA customer and told her about this and asked if she got the buttons, hoping tracking info was wrong. She said she didn't get the buttons, but assumed there was a good reason. ANOTHER very patent etsy customer. And this customer had a very large order.

My customers checked with their post office and I checked with mine several times. I told both customers I would send all new buttons. BOTH customers said not to do that yet, give it time. Time? It was going on 3 weeks and it was seeming obvious to me that without insurance we would never see those packages. So I spent one day remaking both orders of buttons. I mailed them off about 2 days ago, insuring the box with the large order.

Guess what happened yesterday?? Both customers got BOTH packages the same day. The original packages of buttons I sent PLUS the new packages of buttons.

I learned a lot though this ordeal:

1. It can 3 weeks with first class mail to cross the state line from FL to GA.

2. My postmaster told me to always put your address inside the package in case it gets damaged and the outside label not readable. The Post Office will return to sender a damaged package even if all that is left of it is shreds, as long as they can find your address somewhere inside it.

3. If you write FRAGILE on your package even if it isn't so fragile, the package will get special handling and more chance it will arrive safely.

4. Buy insurance for any items that I cannot replace, one of a kinds, and all large orders.

5. Some of the customers on Etsy are the nicest people you could ever meet. My customers were so patient, polite and kind. I wish they had an Etsy Shop, so I could promote their shops here. But neither one of them do. One customer wanted to PAY ME for the doubles. Gosh how nice is that! I told her not to. But she has already bought more buttons.

Hope this post helps some other Etsy Sellers out there in regarding to shipping and lost packages.

I sure learned a lot.


  1. Wow! I think you're customer service is great and that your customers know it. Kudos! Thanks for sharing...I'll heed your advice on lessons learned!

  2. Those are great customers! Nice to know people like them are still out there!


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