(Closed) Thank you cards lost in the mail…

posted 7 years ago in Paper
Post # 4
Member
1872 posts
Buzzing bee
  • Wedding: February 2011

It sounds sort of like she’s not too savvy about business operations yet–being a newbie–and is embarrassed. 

If you really like her design and really want it, then email her again and tell her you love the design and ask her to re-purchase. If she did the design on the press, she already has the plate and probably still has your files for the photo, so I doubt it’d be too hard to redo. I wouldn’t feel bad or weird about it–it’s business. If I were her, I’d be thankful that you’re giving her more business even after a snafoo–most brides would be long gone. 

But what would give me pause is sending one’s hard work through regular, non-trackable USPS is…weird–if I were putting my time and hard work to make something for a client, you bet your sweet bottom I wouldn’t just toss it in a box, slap a stamp on it, and drop it in the nearest mailbox. Frankly, it wouldn’t shock me if she never sent it at all or had trouble making them or whatever and then blamed it on the mail, kwim? So if you deal with her again, then make sure that she mails them through a trackable service (UPS/FedEx). 

Post # 6
Member
1872 posts
Buzzing bee
  • Wedding: February 2011

It probably makes better sense to ask her to do the reprint without having to go through the song-and-dance of a refund and then repayment. Yes, she did bite a real cost in the materials, but I work with printers via my job and unless we do something on our end (like miss a mistake on the proof), if the printer screws it up, then they eat the cost and reprint. It’d be a dicier issue if say, she supplied you with a proof and then you got the product and thought the colors were “off” or something. But this seems pretty cut and dry: you are the client and don’t have the product and she can’t prove to you that she sent it. So, since it’s not a problem on your end, she should refund or reprint for free. I don’t think you’re taking advantage of her, even if the first batch shows up. And if she’s newish on Etsy I think she’s actually happy that you’re not writing a negative review. You’re giving her the opportunity to fix it and I would bet that she’s learning from the experience–perhaps she didn’t understand the ins and outs of international shipping (like customs etc.), but if you are a business, you have to understand those things, so even if the first batch is stuck at the borders for some unforseen issue, that’s her responsibility as the seller, not yours as the client. When she does get the reprint to you, write her a nice thank-you note and a positive review. That’s worth almost as much as $ when you’re starting out!   

Oh, and when you track, don’t go through UPS without a required signature. I can’t tell you how many times our neighbors have shown up with $300-worth of paper that the UPS guy has left with them instead of us–without a signature requirement, you have no recourse with UPS for things that they report delivered but never actually made it to your door. 

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