Who is unreasonable? (Bonus - it's NOT about Coronavirus!)

[TheMunchieMouse]

I'll try to make it quick.

I sell goods online. A lot of them go to other countries such as USA, Australia etc.

I sent a package around the 5th of March, tracked, to America. It contained quite a high value product that took me a long time to make.

The customer has not received this yet. I have checked the tracking number and it left the UK and was received by the US Postal service on the 13th March. The website currently says 'in transit'.

I have known it to take a while when sending to other countries however, the client is insisting that the 13th to now is far too long and it must be lost and therefore I'll have to make a further product and send it again.

I have contacted the USPS and submitted a 'find my parcel' request but I haven't heard back yet.

I know I said it wasn't about CV but I'm not sure whether the current situation is what's holding it up or not and I am reluctant to start spending a large chunk of time making a further product if it's just going to turn up in a week's time, especially considering that time is incredibly valuable at the moment with jobs being lost left right and centre.

AIBU to say that I will have to chase up the postal service first and see if I can get a reply from them? I completely understand the customer's annoyance, they just want their product but I can see that it reached their sorting office and is currently marked as 'in transit'. It wouldn't be the first time that it's taken a few weeks for something to be delivered when posted abroad and with everything going on at the moment, it could be slowed down further.

I've had things get stuck in US customs for a couple of weeks when there isn't a pandemic, it's annoying for the customer but it's always a risk when you choose to buy something from a different country.

They have proof that it's on the way from the tracking number, so they'll just have to wait.

Thanks. They are messaging me none stop, even in the evenings if I don't reply within the hour I just get '?'.

I ordered something at the beginning of March and it only just arrived. It was from America from a store that I’ve used before and it definitely took a lot longer than they usually take. Their tracking said there were delays due to CV.

Tell them you are making another, it will buy time for it to turn up.

Tell them you are making another, it will buy time for it to turn up

I might have to do this.

You say there's proof of postage and a tracking number, so I would just send something to the effect of the following.

"Dear Customer,

Many thanks for your update. The parcel was sent on the 5th of March and is now with the US postal service. The tracking number is XXXXX and I attach proof of postage.

I appreciate that you are frustrated at the delay but your item was posted with tracked delivery in a timely manner and any delays with the US Postal Service are outwith my control.

The customer service helpline for the US Postal Service is XXXX. Please contact the postal service directly with any queries regarding the delivery date and status of your parcel.

Best wishes,
TheMunchieMouse"

5-13 is absolutely nothing for an international parcel. I wouldn't even begin to think about replacement etc until 4 weeks minumum.

US postal is also notoriously slow - and that is what my American friends say!

Aufgehts

Great email thank you!