Post # 1
I ordered our wedding invites back in mid-January from a seller on Etsy – beautiful invites for a great price. They were sent in late February and should’ve arrived weeks ago – but they are being held “hostage” at some post office, somewhere, because the seller put the wrong address on the package. She mistook an “I” for an “L,” and the incorrect street doesn’t exist.
The post office has made an error – they simply cannot find the package. They will offer no further help – a date I can receive them by, a refund, etc.
I asked the seller to reprint and ship new invites since they were supposed to arrive three weeks ago. The seller says she will not reprint the invites unless I pay her again. Her policy states that she is not liable for post office mistakes. However, the mistake is HERS since she put the wrong address.
Help! I have filed a dispute with Etsy and PayPal – but do you think they would side with her?
In the meantime, this package COULD arrive any day – or it could never surface. I cannot wait any longer – each day I postpone is another day it will take to print new invitations. I am having to start all over again to order new invites and am now out a lot more money. The first invites were about $250.
Post # 3
I’m an Etsy seller who also does invitations. While it’s standard to have a policy where re-prints will result in an additional fee and also standard for the seller to not be responsible for shipping mistakes, sellers are also in the customer service business, so I can’t imagine refusing to work with a client over something that was ultimately my mistake.
Has she admitted that she made the mistake by writing the address incorrectly? If so, then I would imagine Etsy would have to side with you, but I haven’t had this happen before so I can’t say for sure.
Post # 4
To be honest where talking the computer its not like she was trying to read some scratchy hand writting. How long as it been since you put up the complaints? Also do you know what post office your invites are at? They should have been able to find the location using the zip code and a little common sense really. I hope you have luck in the next few days.
Post # 5
I have had packages go into nowhere land of the post office and never to be found. If you didn’t insure it you won’t get your money back. Basically the tracking means nothing without insurance.
I hope paypal & etsy do side with you since it was HER mistake on the address!!
Post # 6
I hope the originals show up for you. If the seller put the wrong address on them then she should be willing to work with you; it is ultimately her mistake. Do you have a copy of what address you sent to her? A receipt from Etsy? Do you have an email where she admits that she wrote the wrong address?
Post # 7
@BuzzBuzz, thank you for the input, especially as an Etsy seller.
When the package was delayed in the first place, I checked on the tracking number and it told me it was delivered somewhere 4 hours south of me. Panic! I’m thinking, “Who has my package?” I asked her to confirm the tracking # and address, and that’s when she realized she gave me the wrong tracking number and I realized her mistake in address.
When I spoke with the post office manager, he said, “Oh yeah, I remember that package coming through here. I remember the address because it was strange. No idea where the package is, though. We’re trying to find it.” It has been lost since March 6 – a week and a half after it was supposed to arrive.
I’m on hold with VISA to see if I can dispute the charges through them… Fingers crossed.
Post # 8
Yes, I saved the message in which she put the wrong address. However, in her latest email, she said she’s not sure if she put the wrong letter (trying to deflect blame).
So now I’ve disputed with Etsy, PayPal, AND my VISA card. Hopefully someone comes through for me. In the meantime, I’m starting the shopping process all over again – like I did 2 1/2 months ago 🙁
Post # 9
While the PITA factor would be high, would the seller be willing to give you the digital files so that you can at least print them yourself/have them printed by someone else and get them out the door? Or were they specialty/letterpress that you wouldn’t be able to duplicate on your own? While it was her fault, I can understand that she’s probably thinking about the cost of materials/time involved in doing a reprint. Fingers crossed that they turn up soon!
Post # 10
Did she tell you that she used the I instead of the L on the package? If she didn’t, then how do you know that is what she did? If she admits that she made a mistake, she should re-print them free of charge.
I’ve had the wrong street address but the correct zip code on my mail (way to go At&T) and it STILL made its way to my house!
Post # 11
I agree – I’ve had things come to my house with the “L” in the address instead of “I,” because my street name is a little unusual. Still, she told me she copied and pasted the address, and that didn’t happen.
@ViaMinorViator – I asked her to confirm the address when I noticed the package being delivered hours south of my city (I used the tracking number). That’s where I saw the error, but I believed it would still come through anyway. And it may even be delivered still – the problem is the wait, when I should’ve had the invites and mailed them out weeks ago.
I’m afraid to ask for the digital files at this point because she’s just going to say no. She’s also really pissed that I’m disputing this rather than simply waiting even more time. Mom and I are working on recreating the invites – it’s surprisingly easy because we have the originals to base them on.
Post # 12
@hisprettygirl: Gah, that’s so cruddy! I think you guys will do a great job re-creating them. I did our invites DIY and I loved them more than any other ones I could find!
Post # 13
the seller is responsible for ensuring that an item gets to the buyer. if the post office loses the package, it’s between the seller and the buyer. Your contract is with the buyer and the seller’s contract is with the post office. Insurance exists to protect the person shipping the package. If the person shipping didn’t purchase insurance, it’s not the buyer’s fault. On ebay, seller’s can’t even add insurance as an option anymore (forcing buyers to pay for it) so that’s very telling of ebay’s views on this. they can add it to overall shipping and handling upfront but cannot make buyers pay for it at an additional cost. and remember ebay and paypal are the same company.
also once you agree to purchase something from a buyer. there is a binding contract that both must adhere to. i just went through this with a seller on ebay. he changed the terms of the original agreement after the sale — including downgrading the shipping method i paid for. i called him out on this and then he started to get really unpleasant with me.
he also asked me violate ebay terms. i contacted ebay to get their advice and they advised me to not do what he instructed. i think the dispute process automatically makes a decision without anyone actually reviewing it. they initially ruled in his favor. i disputed this. the package never arrived. he provided some bogus delivery confirmation to me and ebay. for items over $250, he was required to pay for signature confirmation. He was too cheap to do so. When I sell expensive items, I always add insurance and pay for it on my own because I know that ultimately, I am responsible it the item is damaged or loss.
My dispute was sent to their special department (where i believe actual people read through the various messages between me and the buyer) and they gave me a full refund. i was very professional and reasonable in my communication with the seller. after i pointed out what the seller did wrong to him, his communication with me was rather unprofessional. ebay encouraged me to leave negative feedback. i did so stating only the facts. i didn’t attack the seller. he responded to my feedback inappropriately. he continued to violate ebay terms so i reported this to ebay. i wonder if ebay is now monitoring his account because i know ebay wants to make they only have good buyers and sellers using their site.
file a dispute with paypal. you can go through the etsy resolution center http://www.etsy.com/help/article/34 but it says that it can take up to 5 weeks. remember you only have 45 days to dispute an item purchased through paypal. i would still report the seller to etsy because if the seller is not providing good customer service, their shop should be suspended.
when you involve paypal, remember to be professional and reasonable. state only the facts and remain calm.
Post # 14
I would HOPE they would land somewhere, someone would open them up and read the invites which have your return address and phone number I presume?
Post # 15
Good idea, @allergicbee – but the addresses weren’t printed on the invites. I was going to hand-write them myself.
Thank you for the info, @profiterole – I’ll keep these points in mind. It seems that eBay has more regulations than Etsy, or else I just haven’t come across them. I’ll look into them tonight.