Need help settling an issue.

[luke]

I did some work for a local here on AO earlier this month. Turned the work around in my normal 24 hour time schedule. I sent the package Priority Mail with delivery confirmation, the tracking number states the package was delivered and was on time.

My customer contacted me a short time after the scheduled delivery saying the package didn't arrive. All the necessary phone calls and inquires have been made for the "lost package", all results say the package was delivered.

Now there is no reason for me to believe he is lying. We've done quite a bit of business in the past and have never had a problem. He comes across as a stand up guy here on the board and has never done or said anything here to make me believe anything different.

I did some custom milling to a rail and ULE body totaling $85 and he purchased 2 SS rams, the total bill with shipping was $99. The following is part of a PM I received today.

"Now, what it I think is reasonable is that if I provide the parts again, you machine them at no cost to me. I feel that this is actually more then reasonable after all I will have spend around $400 at that point and you only the labor for a second run (I paid for the first one). Oh yeah, I also ordered and paid for 2 mpa-3 rams, you only sent one."

(I send him a "free" ram)

I really don't know where to stand on the matter. My time is a commodity to me these days, as I'm extremely busy at work, with Lukes Customs, and not to mention my personal life. I don't know of any company that will replace a package that an independent carrier loses, damages, or miss delivers. (I'm not saying their not out there, I'm just unaware of any). I have always said I will take responsibility for parts I damage but I'm not sure if it's fair to be held partly responsible for his loss, especially since their is confirmation that it was delivered. That's not to say I don't have empathy for him, because all in all it is a big loss.

This is the only problem I have ever encountered with the Post Office that has not been straightened out. So I would rather not turn this into a debate about carriers.

Regardless of how I finally choose to handle this incident, Lukes Customs will take the stand that it is NOT responsible for 3rd party mistakes. I don't want anyone taking advantage of my good nature.

SO, what do you guys and gals think would be fair given the situation?

[Lohman446]

You are not responsible for shipping errors not of your fault (that being said I think all prices should include insured shipping to handle such issues, insurance should not be an option).

People expect a lot of small businesses, you don't have the resources to cover "goodwill", nor is it built into your price structure. You are probably not obligated to. That being said... I would offer what I could.

[luke]

I may consider doing the mandatory insurance...

[Dark Side]

Insurance doesn't cover anything after a package has been delivered. Having to sign for the package however.....

[Lohman446]

I thought you had to sign with USPS insurance.

[Hexis]

Perhaps I'm mis-understanding something here. How does he say you only sent one ram if he never got the package?

[warbeak2099]

Maybe he is actually lying? He can't prove that he isn't.

[luke]

Perhaps I'm mis-understanding something here. How does he say you only sent one ram if he never got the package?

He purchased 2 rams that was sent in the first package, then I sent him a 3rd ram a few days ago free of charge..

[luke]

What do you guys think from a customers point of view?

[trevorjk]

as a smart customer, i would have opted for the signature confirmation upon delivery.

but in this case, i would realize im screwed. i would ask and see if i could send in a new rail and body to see if you could possibly mill them free of charge. but i would not ask for free parts. and if you said no on the free milling of the rail. i would totally understand.

but thats just me. i realize if its delivered and its not here. im screwed

[olinar]

as a customer i would feel cheated but not by the person i bought it from especially if deliver confirmation stated that the package had arrived.

maybe he should ask his neighbors if thyd seen a package dropped off.

ive had things i bought lost in the mail and while it isnt the sellers fault i would love a refund on atleast half.

but that isnt required

[robnix]

What do you guys think from a customers point of view?

Each time we've had dealings, you've used the address I specified in my Paypal account for shipment. I've never seen you not use paypal to generate the shipping label. Since that's the case, if this would have happened to me I'd be angry with the USPS not you.

[Rudz]

i had a similar dealing, the usps confirmed delivery, but i didnt have my package nor ever saw it, after a few weeks, me and the seller were going to split the cost, and i was to recieve half of my payment back, but as it turns out we waited a bit more, and i found my package in the trunk of my dad's car, apparently he signed for it and forgot that he put it in his car while he was cleaning it..yes hes getting old..but whose to say it wasnt delivered and either someone else picked it up or it was misplaced, i would ask nieghbors if someone else accidently got it. bottom line is, if the confirmation is made, its not your fault, but i would return half of the price of labor, if the parts are not found.

[SCpoloRicker]

.

ill hurt u lyrically....ill hurt u fysically...

Kidding buddy.

It seems like a lot of the time these issues come up, they are resolved by waiting it out a bit. Hopefully everything will work out.

That said, I'll disagree with some of the previous comments. Provided you aren't liable, I would not say you're obligated to return any funds or provide compensation to a confirmed delivey. I have worked with vendors and/or clients who will take advantage of goodwill.

Now, as a customer, if you did hook me up somehow, it would be very much appreciated, and would probably increase my likelihood to do business with you again.

[teufelhunden]

Few possibilities:

Guy is lying.
Package was delivered and picked up by someone good natured who has yet to hand it off.
Package was delivered and stolen.


None of those are your liability. As someone mentioned, shipping insurance stops when the package is delivered, so that would not have made a difference here. Sucks for this dude, but as far as I'm concerned, you did your job on your end. And you hooked him up with a free part no less.