Hi koobs,
The biggest problem sellers face with delivery confirmation is that it is just that - confirmation of delivery. It will only confirm actual delivery if delivery has occurred. It's not actual tracking per se, and a USPS employee would likely be the first person to tell you that. When it comes to getting updated information through or past customs, the information can go for a long time without update or movement, up to the point where it's actually in the hands of the recipient. Additionally, it doesn't report the reason for the delay ( in this case for instance, lack of buyer response.)
When a non-receipt claim is filed, there's one question - has the item been delivered or not? When the item has not been delivered, the buyer typically gets a refund. If the online tracking states that the package is awaiting buyer pickup and/or payment of customs fees, the actual update to the tracking would show clearly what the story is, which would inform the decision far better. In a situation where that information is absent and no updates occur... well that's when we see a situation like the one you describe.
As a seller, there are a few things you can do to avoid this. One is to check on your tracking for items that are in dispute, and if they're stalled in customs, call the post office to inquire. If the buyer is refusing to pick it up, you have some options. If the online tracking can be updated with a detailed reason for the hold, ask them to do so. If not, request the return of your package. That way, you won't risk being out both the item and the money. Another option is to look into a courier like FedEx or UPS. Ask them how detailed their tracking typically is as opposed to delivery confirmation. The added benefit is greater accuracy in reporting once it gets past customs in the destination country since one company is handling both ends of the delivery transaction (as opposed to the postal services of two separate countries.) However, typically the cost is greater, too.
For this particular situation, especially since the dispute is no longer recent, your very best bet is to see if you can recover the package. You can definitely give Customer Solutions a call and see if they have anything different to add when looking at the details. Based on what you've described, it's the course of action I would take if I were in your place, to cover myself as best as possible.
I really truly hope this helps. Please let me know how it turns out!
Olivia
If this post or any other was helpful, please enrich the Community by giving kudos to its author, accepting it as a solution, and/or coming back to assist others. Members make this Community great!
