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Dirty-South Blues Harp forum: wail on! > I must be missing something...
I must be missing something...
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Blowyourbrassoff
157 posts
Oct 06, 2014
7:11 AM
I'm going to put this out there because I must be missing something.

I had a customer order 5 pocket pouches a while back, which were shipped promptly. However they never received them. Turns out they didn't make sure to update their shipping address in paypal so the items never made it to them.

I offered to replace the items with 4 more if they'd just pay the shipping, but no matter what I offer it's never good enough. To be completely honest I don't feel like it's my fault that they didn't get their items, after all it's not my responsibility to make sure they update their paypal account. I don't order from companies and expect them to make sure I've provided the right shipping information. Therefore I don't feel like I'm obligated to give them more items free of charge I offered to because I was trying to be nice, I wouldn't ask a company to cover my mistake by giving me more items for free.

So like I said I must be missing something here.
KingoBad
1546 posts
Oct 06, 2014
7:14 AM
I think the only thing you are missing is the proper shipping address...

They should have followed the rule of Tropic Thunder - never go full retard...

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Danny
The Iceman
2185 posts
Oct 06, 2014
7:21 AM
I sent a food order to someone who keyed in an incorrect address on our web site.

Customer was happy to pay for the double shipping cost when they realized their mistake.
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The Iceman
Blowyourbrassoff
159 posts
Oct 06, 2014
7:23 AM
Which I think most folks would, I certainly would had I made a mistake like that. But they are insisting that it's my fault not theirs.

Chris
Blowyourbrassoff
160 posts
Oct 06, 2014
7:27 AM
At first I offered to give them 5 more at half price, then I offered 4 for free if they'd pay shipping, then they wanted 4 belt pouches which are $30 each not $10 like the pocket pouches they ordered. When I said I'd send 1 belt pouch and 1 pocket pouch they then wanted 1 belt pouch and 3 pocket pouches.

I'm trying to understand their logic. I know they ordered 5 pocket pouches at $10 each, but like I said it wasn't my mistake and I though I was being generous by offering 4 more free if they'd pay shipping.

Chris
harpwrench
919 posts
Oct 06, 2014
7:27 AM
The items went somewhere, should be able to find out where. It should have returned to you but USPS has a recovered mail center too (lost and found). Customer sent a repair a couple weeks ago and the harp busted itself out of the package, they found it.
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High performance harmonicas.
rainman
141 posts
Oct 06, 2014
8:45 AM
I think they might be trying to rip you off. I wouldn't doubt they received the first shipment. It would appear that the are at fault. Let them sort it out with Paypal.
Greg Heumann
2855 posts
Oct 06, 2014
8:47 AM
I hate it when that happens but I can relate. If there was a return address on there they probably will come back, but I've had it take as long as FOUR MONTHS!!!
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/Greg

BlowsMeAway Productions
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eharp
2236 posts
Oct 06, 2014
9:28 AM
Where I do business, I make it a point to go over all details, including delivery addresses, to avoid these types of problems.
And I do the same when ordering something!
But the way he's trying to get more than he originally bought, I'd tell him to pound sand.
Blowyourbrassoff
162 posts
Oct 06, 2014
9:36 AM
I did double check the address, but that's how it was in both the account and in the confirmation email that I got about the order. I didn't see anything to make me think I should double check it with the customer. When I order something I make sure that I entered the right information.

When he emailed today and wanted 1 belt pouch and 3 pocket pouches that would have been the total of his previous order including the shipping. It's one thing to ask for replacements for the original order but not to also cover the shipping.

I think I'm going to just call it done with the whole situation. I don't want to be an ass but I don't see any of this as my fault. Maybe I'm wrong on some level but I've never considered it my responsibility to make sure someone else updates their information in paypal.

Chris
nacoran
8042 posts
Oct 06, 2014
9:51 AM
It depends on the scale of your business. A really large company would probably try to 'make it right' regardless of the issue and write it off as a loss, but they have the scale where they can factor occasional losses off as just part of doing business (and pass the cost on to the rest of the customers) but you're a craftsman not a conglomerate.

Ultimately, you have to decide if his future business might be worth a one time loss. I suspect it probably isn't, and you've certainly gone far enough to walk away with a clear conscience.
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Nate
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arzajac
1488 posts
Oct 06, 2014
10:13 AM
Shipping and handling is a nightmare! I am astonished at just how much work it takes. ...And that's when everything goes right!

I easily spend 1-2 hours per week packaging, labeling and dropping off things at the Post Office or Courier. And nobody pays me for that; it's the cost of doing business.

I used to think that online stores who charge a few dollars for "handling" fees were gouging me until I had to do it for myself. I choose to not charge extra because I think it would be bad for business.

I've been fortunate with my misfortunes, though. All but one shipment that has ever been "lost" turned up some time later (like 8 weeks later!)- after I had already shipped a replacement. In the end, the customer is extra-happy and prone to repeat business instead of being disgruntled. As Nate says, there is value in taking a loss sometimes.

I had another customer misinterpret my instructions and throw reed plates into a plain white envelope and mail them to me. He had included a cheque for a previous job so when I got the letter, I wondered what the hole was... A few months later when he wondered where his harp was, we agreed that I would send him a new one because ultimately, the responsibility fell on me to be more clear with my instructions. He's a regular customer now having bought several custom harps.

I don't know how I'd handle an unreasonable customer like you describe Chris. It's not your fault, but your screwed no matter what you do.


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Custom overblow harps. Harmonica service and repair.

Last Edited by arzajac on Oct 06, 2014 10:14 AM
HarpNinja
3947 posts
Oct 06, 2014
10:50 AM
"It depends on the scale of your business. A really large company would probably try to 'make it right' regardless of the issue and write it off as a loss, but they have the scale where they can factor occasional losses off as just part of doing business (and pass the cost on to the rest of the customers) but you're a craftsman not a conglomerate."

Bingo. Sounds like a hustle to at least some extent. The customer is, "always right", so he's banking on you taking the loss with complaining to others as his leverage.
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Mike
My Website
My Harmonica Effects Blog
Thievin' Heathen
403 posts
Oct 06, 2014
11:09 AM
I think if he were in the right and you were in the wrong, Paypal would step up to the plate on his behalf. Isn't that one of their benefits?

Let's see, international shipping and he gives and confirms an incorrect address, and then tries to leverage that into free merchandize. I would tell him to go back to his old address and wait for the package, it's on the way.
Goldbrick
714 posts
Oct 06, 2014
12:34 PM
I have a musical instrument ebay business.

I always double check addresses- use Fed Ex and I DO NOT ship internationally or 2 3rd party addresses.,
If they dont want to pay customs duty - u lose -paypal will credit the customer and you are left holding the bag.

You tried everything within reason- time to just say no

Kaining
59 posts
Oct 06, 2014
3:34 PM
First things that comes to mind is "hacked paypal account"

If the adress is the same on the account and the confirm order and he still insist on being delivered elsewhere, there is a good possibility it's not his account at all.

But there's something that's bugging me with that hypothesis and having the flu, i can't think straight and figuring out what it is.

Anyway, that customer is a bad one stop bothering yourself with it.
The Iceman
2189 posts
Oct 06, 2014
3:48 PM
Sometimes the packages are automatically given at least $50 in insurance. It's possible to contact USPS if package was lost and get that money back.

USPS tracks pretty well and may give you verification of delivery...tracking number, y'know. If you go to the post office, they can print out verification of delivery along with the actual address to whom it was delivered.
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The Iceman
jpmcbride
75 posts
Oct 06, 2014
6:33 PM
It doesn't necessarily sound like a scam to me. I've had a few cases like that. People forget to update their Paypal address when they move and you ship to their old address. Its not your fault BlowYourBrassOff. If you're just a casual eBayer, its fine to take the time to double check every address, but when you're trying to run a small business its just not feasible. When this has happened to me I've told the customer that they need to go to the old address (obviously they know where its at, they used to live there!) and get the package. Usually that works.

In the very RARE case where I just can't make a customer happy for whatever reason, I usually just give them what they want. My merchandise cost is low enough that its better to give it away, than to take the hit from an unhappy customer posting online and hurting my business. Its just the cost of doing business. Never get mad or emotional in a business transaction.

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Jim McBride
www.bottleoblues.com
HarveyHarp
610 posts
Oct 06, 2014
9:22 PM
I always ask people to give me their address, before I ship anything, unless they provided it to me with the order. Never had a problem and never will. In addition, I communicate with them every week or so, while I work on their harps.

No Problem. Its just good business.
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HarveyHarp
didjcripey
833 posts
Oct 07, 2014
3:52 AM
Tell him he's dreaming
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Lucky Lester
rainman
142 posts
Oct 07, 2014
5:00 AM
The difference here is that Paypal's guarantee and insurance only works if you ship to the confirmed address. Paypal makes sure the Customer knows this and there insistence that the seller is in error is ridiculous. It's no different than the buyer sending money to the wrong account but insisting it's the sellers fault and they should ship product anyway.
Gipsy
107 posts
Oct 07, 2014
5:07 AM
Surely it's the customer's fault. IMHO you've been overly fair in your offers. The customer's excessive demands make me suspicious of his/hers true intentions.
I think Kingleys suggestion a few posts ago is the way to go.
JustFuya
593 posts
Oct 07, 2014
6:53 AM
Can you check the buyers rating and comments. His negativity should be in your favor.

A buddy of mine sold and mailed something via eBAY. The recipient claimed she never got it and PayPal favored the buyer. He then produced her signed receipt that acknowledged delivery.

He decided not to sell through eBay again. My evidence is anecdotal but my impression is that eBay favors buyers.

On a related note, I was house sitting in San Jose a couple of years ago and was asked to keep an eye on the vacant place next door as well. I noticed UPS and Fed-Ex consistently dropped parcels on the front porch. So I watched for a couple of days. I saw a car pull up one evening and a girl ran up to the door. She was heading back to her car with an armload when I confronted her. She dropped the packages and ran off but I gave her license to the police. If they had the least bit of interest they hid it well. Ditto Fed-Ex and UPS.
Blowyourbrassoff
163 posts
Oct 07, 2014
12:55 PM
I guess the customer finally read my post because they emailed me this morning and told me to just f__k off. I don't feel any animosity towards the person and by it not being a shouting match on here we can both go our separate ways and still be a part of this forum. I have no desire to see anyone in a position where they feel they can't be a part of the group, and when one person starts a shouting match on a forum obviously everyone knows the parties involved.

So thank you to everyone for your input and suggestions.

Chris

Last Edited by Blowyourbrassoff on Oct 07, 2014 12:55 PM
Blowyourbrassoff
165 posts
Oct 28, 2014
1:37 PM
Just as an update the post office actually dropped off the package in question today. To show I had no hard feelings towards the customer I emailed them to let them know that they had been returned and if they wanted to pay the $12.75 for shipping I would promptly send them back out to the correct address. Their response was that my behavior was a mystery to them.

So I guess they'll go back on the website at some point.
CarlA
622 posts
Oct 28, 2014
3:20 PM
You did your best and demonstrated great integrity in the process.
Gnarly
1150 posts
Oct 28, 2014
3:35 PM
"No one can please everybody, but we try"


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