The ART of Customer Service – Lost or Missing Package

While the feedback doesn’t directly affect your DSR, it does affect your overall brand and name and if you care about building a reputation and a business, it’s important to really focus on keeping that feedback at its highest rating.

Of course, I also do it because I use it as practice to take care of my customers and every situation that arises is another opportunity for me to practice my customer service skills.

I like to practice what I learnt from reading Gary Vaynerchuk’s The Thank You Economy book, which heavily focuses on successful relationships between businesses and consumers. I currently don’t sell my own products or services, but I am really enjoying applying the principles underlined in his book to my drop shipping business. I found this book to be very helpful in understanding the psychology of customer service and retention and I strongly recommend it to everyone looking to grow their customer base.

I believe that successful businesses no matter what they are and what they offer have heart and soul and the leverage that you get from treating the customer right is priceless.

So what I do when a customer says they never got the package but the tracking shows delivered? As a drop shipper, once the item is shipped with a tracking #, technically it is the buyer’s responsibility to track and receive the item. Or is it?

Until the item is deemed to be delivered and the customer is satisfied with the purchase, I am 100% responsible for taking care of my customer. After all, they chose me to do business with, right? There are a million dropshipers out there selling the same products as I do, and the only way I can stand out is through my customer service.

I will provide below an example as to what I say and how I handle this situation.

Example: customer messages me to indicate that they have not received their item yet.

Customer: when is this going to shop?
My response: Thank you for your order, we appreciate your business. Your item has been shipped on Dec 12, the tracking # is attached to your order.
UPS: 1****************

It is currently in transit with Estimated delivery Friday, Dec 16, 2016 – Friday, Dec 23, 2016 as indicated on our listing.

Hope you have a wonderful day! 🙂

Customer: thanks for your reply tracking number shows item have not shipped

At this point, I checked the tracking # and noticed the eTag was created, but the item was never shipped, and that usually happens if the product is misplaced in the warehouse. I have decided to contact my source to open a claim for the lost package.

When speaking with the source, I usually ask them to open a claim and send me a credit that I can use to place a replacement order to be shipped out to the customer.

Me: Good morning, I placed an order for a spa cover, received the tracking #, but the item was never shipped. So I would like a credit for it, so I can place an order for a replacement cover to ship it out to my customer ASAP.
Order Number: ***
Item: Spa Cover
Shipping Address: ***
Billing Address: ***
Tracking number UPS: 1****************

Agent: We are sorry to hear that the item was not shipped, let me see what I can do for you. Yes, we noticed the item has not been shipped, therefore we have issued you a refund, here is the refund #: H8119-345002-2. You should receive your credit within 24-48 hours

Me: Thank you for your help, I will go ahead and place the order now for the replacement #.

Going back to the customer:

My response: We have escalated this to our vendor and we have opened a claim with UPS to locate the missing package. In the meantime, we have taken the liberty to expedite a second one out to you at no extra cost. 

I truly apologize for any inconvenience this may have caused and I will do my best to make sure the item arrives in a timely manner.

Customer: Thank you very much, I appreciate your help.

The second replacement item was shipped out and finally received by the customer. Customer was very happy and left a positive feedback, which is always my biggest priority.

In some cases, the customer reaches out to me indicating that they have not received the item and the tracking # shows “DELIVERED”. In this case, I contact my source and request to do the same (credit/replacement order to be sent out). Of course, in some cases, the source may want to investigate a little further, especially with more expensive items, in which case, I let the customer know and advise them of the turn-around time.

If you want more help or have any questions, don’t hesitate to let me know in the comments below. Happy selling!