If you own a small business you know the feeling of excitement when you get a sale. You package it perfectly with your own signature touch, send it in the mail only to get a notification that it never arrived at its destination.
It is discouraging for both the seller and the buyer. So the question becomes what to do if a customer wants to be reimbursed for a package?
We are going to give you six things to keep in mind when you have a lost package on your hands.
1. Reach Out to the Customer
Chances are they are as upset as you are. Maybe this purchase was for a birthday or anniversary and now the day has come and gone without the package.
As a business owner, the last thing you want is for your customer to feel abandoned. You want to create relationships so they will continue to buy from you. They won’t do that without communication.
Be upfront with them and say: “I’m sorry your package may have been delayed or lost.” This will help them understand that you are aware of the issue.
You should then follow up with a plan for reimbursement or a replacement of their item. Customers want to see that you are actively trying to help them.
2. Make Sure Your Business Is Prepared
No one wants to find out their package is lost. It’s even worse to have no idea where it went after leaving your office or warehouse.
If you own a small startup business, chances are you aren’t sitting on piles of money. You work hard for every dollar earned. It is important you set aside some money in case of an accident as well as not spending each cent the moment it enters your bank account.
That is why you should have a plan if a parcel is lost or a customer wants reimbursement. Whether it be having some insurance on your parcel or extra tracking to find its location, those will help you in the long run.
You never want to hear stories about bad experiences between customers and businesses. These stories will help other businesses better prepare for things that could happen to your business.
3. Consider the Time of Shipping
In an ideal world, packages would arrive on time with no delays. Unfortunately, we don’t live in an ideal world.
You must consider the time of year you are shipping in. For example, if you usually ship around the state of Florida you may not be aware of shipping delays that may happen when you start to ship to places like Maine in January.
It is important to give yourself some leeway if you know there may be delays. It is as simple as putting a notice on your website saying: due to the holiday season, packages may take a few days longer to arrive.
This also includes unforeseen obstacles such as pandemics! The rate of online shopping increased exponentially in 2020 which caused delayed and lost packages because of the number of parcels shipped in a day.
This is being upfront with your customers that you acknowledge that there may be delays that are out of your control. That will humanize you as a seller and can help create a connection between you and the buyer.
4. You Should Reimburse the Customer
You will always wish that before you reimburse them, the package will arrive in their mailbox and everyone will be happy. More times than not, you will have to give them their money back.
Although some customers may want a replacement item sent, sometimes that is not possible. For small businesses who make one of a kind products can’t send them again because it doesn’t exist. By issuing a refund they can, and hopefully, take that money and purchase something else from your business.
It is the right thing to do because they never received their package. What you do after that is crucial to keep a customer coming back. In most cases, you want to give the customer everything they want.
5. Maintain Good Customer Service
You never want to get angry with a customer and you don’t want them to get angry. Anger can lead to bad experiences and that means the loss of business from that customer and potentially other customers.
You want to make sure customers feel satisfied and helped at the end of the process. The last thing you want is for them to leave a negative review on your website. This will deter future customers because they don’t believe you will get them the product that they need.
They are as disappointed for you so it is your job to try and solve the issue while still maintaining those relationships. By looking at other examples of bad customer experiences, you can help decide which tactic you can use to help your customer.
6. Use Reliable Services
If a company is known for having delivered broken packages or never delivering them at all, then maybe you should look at other options. Make sure you do your research when starting a business because you want to be able to provide the best experience for your customers.
Sometimes it is better to go with local and family-owned businesses instead of the major shipping companies. They will put your interests first so you can get the best service.
What’s Next?
If you find yourself asking what to do if a customer wants to be reimbursed for a package, you should look into companies like 10-21 Sunrise. They focus on communication and customer service and will be better equipped to help you if something goes wrong.
They prioritize you and the buyer because, without that, they would have no parcels to ship. Make sure you get in contact today so you will never be abandoned by your shipping company.