Non-delivery/severe delay on a BST transaction

[Brian Van Horn]

Just so everyone is aware, I am not sidestepping my responsibilities in this matter. I have repeatedly been in contact with both the USPS consumer affairs department in Pittsburgh and Long Island, NY. Next week a refund will be issued, unless by some chance the package is found. I don't ask for any sympathy. All I will point out is that for the better number of the last twenty years, I have used certified mail. My estimate is this has totaled over 4,000 transactions. This is the second transaction via certified mail in which the cards have not arrived. The previous resulted in a refund to the buyer. I am just putting this statement out there and do with it what you will.

[obcbobd]

Originally Posted by Brian Van Horn

Just so everyone is aware, I am not sidestepping my responsibilities in this matter. I have repeatedly been in contact with both the USPS consumer affairs department in Pittsburgh and Long Island, NY. Next week a refund will be issued, unless by some chance the package is found. I don't ask for any sympathy. All I will point out is that for the better number of the last twenty years, I have used certified mail. My estimate is this has totaled over 4,000 transactions. This is the second transaction via certified mail in which the cards have not arrived. The previous resulted in a refund to the buyer. I am just putting this statement out there and do with it what you will.

Hope you don't take a loss, but but you are doing the right thing. As a past satisfied buyer from you I take notice and continue to have you on my list of "Grade A" sellers

[Brian Van Horn]

Originally Posted by obcbobd

Hope you don't take a loss, but but you are doing the right thing. As a past satisfied buyer from you I take notice and continue to have you on my list of "Grade A" sellers

Bob,

Thank you for the kind words.

[wondo]

Originally Posted by obcbobd

Hope you don't take a loss, but but you are doing the right thing. As a past satisfied buyer from you I take notice and continue to have you on my list of "Grade A" sellers

+1

[Brian Van Horn]

Originally Posted by wondo

+1

Thank you, John.

Now, back to the opinions and focus of the thread.

[kevinlenane]

As an update - I can confirm that after requesting a refund again - I have been told to wait an additional week. I'm still a little frustrated that I am continuing to bear the entire burden of this for additional time but at the very least I have some kind of timeline. My biggest learning from this is simply that proactive and clear communication goes a LONG way. So on the plus side - my transactional empathy is at an all-time high.

Thanks to all who weighed in - I do appreciate it - as this is an unusual position for me to be in and I have not enjoyed it. I do hope this will be helpful in terms of setting up some additional best practices:

- seller assumes shipping responsibility once cards and shipping are paid for by buyer
- when shipping issue arise - seller should communicate proactively and clearly
- after 30 days - seller should refund item cost (exceptions maybe in special situations where there is a problematic/scammy history)
- insurance is optional for seller but this decision should not impact any of the above.
- in higher dollar transactions over 1k I actually video myself packing the items up and sealing them


I'm sure there are more but these are the ones that bubbled up as the chain here expanded. I'm hoping this is all resolved by Tuesday of next week

[bnorth]

Originally Posted by kevinlenane

As an update - I can confirm that after requesting a refund again - I have been told to wait an additional week. I'm still a little frustrated that I am continuing to bear the entire burden of this for additional time but at the very least I have some kind of timeline. My biggest learning from this is simply that proactive and clear communication goes a LONG way. So on the plus side - my transactional empathy is at an all-time high.

Thanks to all who weighed in - I do appreciate it - as this is an unusual position for me to be in and I have not enjoyed it. I do hope this will be helpful in terms of setting up some additional best practices:

- seller assumes shipping responsibility once cards and shipping are paid for by buyer
- when shipping issue arise - seller should communicate proactively and clearly
- after 30 days - seller should refund item cost (exceptions maybe in special situations where there is a problematic/scammy history)
- insurance is optional for seller but this decision should not impact any of the above.
- in higher dollar transactions over 1k I actually video myself packing the items up and sealing them


I'm sure there are more but these are the ones that bubbled up as the chain here expanded. I'm hoping this is all resolved by Tuesday of next week

The video will do no good at all in any way.

I agree that 30 days is enough that a refund should be made. You having to wait over 2 months is crazy.

[Jim65]

I'm glad the seller is going to do the right thing but 2 months is just way too long.