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Well, the dreaded has happened. For the first time, one of my bears hasn't arrived at his new home. He was brought by a lady in Germany and she didn't elect to insure him. He left Australia 4 weeks ago, via airmail, and still hasn't arrived in Germany. Australia Post says he has left Australia, but as he wasn't insured, they can't track him. The lady is now very unhappy that he hasn't arrived and wants her money back. She paid via Paypal.
Does anyone have any advice as to what I should do?
Newcastle, OntarioHi Christine,
I am so sorry you have had a bear go missing, but I would'nt give up yet. Instances happen where packages get sidetracked etc. Personally, I will only ship by methods that will track a package, no matter what the customer wants.
Since she elected not to have insurance it SHOULD be her problem, BUT she can complain to Ebay AND Paypal, and I'm sure they will simply refund her money, with or without your consent. If you don't, you will certainly get a negative. You can still give her one back, until the new system starts in May, I believe, but I don't think you have much choice. I would tell her you will wait two more weeks first.
The problem with not having a parcel insured or tracked, is that you have no way of knowing IF the parcel was delivered or not. There have been lots of scams with Paypal, where buyers simply say the package never arrived and Paypal will refund the money and the seller has no proof it arrived. I'm not saying that this is what your customer is doing but I'm a cynic at heart and I'm not taking the chance.
hugs,
Brenda
Further to Brendas comment is have the person sign for the parcel. This will cost a little bit more ( $1.50 ) here in Canada then they will not be able to say they did not get it and if they refuse it you will also know
Hugs
Gail
I would say to wait at least 2 more weeks.. I know of parcels that were sent airmail.. only to go ground. But if she chose not to insure it.. well you can tell her she is
out of luck.. but with paypal, they will probably just refund her money. That really sucks 
I hope it arrives soon.
Hugs,
Melanie
Little Bear GuyWe sent one from Canada to Australia one time and it took 4 months to get there (this was with airmail and we were told it would take two weeks). We had already started with the insurance claim as it was insured and then suddenly it showed up.
I'd give it at least another two weeks, I would advice the collector that if you could make a new bear if you want to , but it was her choice not to insure it.
best of luck
Shane
Back Road BearsThink about making insurance mandatory in the future no matter where it's going... so you can track it... so you aren't having to replace a lost bear at your expense... so you AND your collectors can have peace of mind.
And everyone is right... it can take untold amounts of time to reach it's destination when bodies of water, planes, boats etc. are involved!!! I think I've said this before but for int'l shipments out of the US we have to wait 3 months before we can file a claim... they figure it can take that long!!! So you just never know but I wouldn't be too quick to replace or refund just yet.... it's out of your control, not your fault... they'll have to wait. Contact your postal service and just find out, if you HAD insured it, how long they require you to wait to file a claim. That's how long I'd ask your collector to wait.... if it were me that is.
puca bearsI know it's difficult - but DON'T panic just yet. The German Customs can sit on parcels for ages (GGRRRRRRRRRR)
I ordered a book from Amazon (USA) early last Dec, in plenty of time for Xmas......they estimated that it would arrive on Dec 19th......HAH!!!!!!!!!!!! It took SEVEN weeks, and came covered with customs stickers, and had obviously been opened.
I have kittens every time I post a bear, but haven't lost one yet.
huggies
Maria
Thank you so much everyone for your advice. I think we take our bears so personally, that when one doesn't arrive, it is such a worry, especially when a buyer is getting really impatient about it. I shall ask her to wait a little longer to see if it turns up. I agree with you all, it very well could just be sitting in customs. Fingers crossed!!
Little Bear GuyChristine I would bet dollars to donuts that it is sitting in customs. I wouldn't panic just yet, as Maria said it could take awhile for them to clear customs. I guess that bear could pose a huge security threat or something , I mean honestly someone could get cuddled to pieces if that bear got out of it's box :crackup: :crackup: .
big hugs
Shane
Ciderantiques and Old Soul BearsHi Christine, Even with insured packages (I realize yours was not) CanadaPost does not consider it lost until 45 days have passed. We get told to wait 45 days by the C.P. customer service. I too have had Airmail packages take a month and then turn up.
The paypal " Charge-back for item not received" is the process everyone is talking about. Your customer would have to start that process/claim before 30 days (I think that's the number) have passed. If she does not do that . . . then paypal will not be able to take the money out of your account to refund the buyer.
Karen.
Posts: 3,540All I can say is when I looked into insuring a bear travelling to France, the US Post was very eager to insure the bear....until it left US territory. Once it was in international waters the insurance was void. 
Fat lot of good that does me!!! On top of that, they had no way of doing a signature for delivery (delivery confirmation) and no way to track the item.
I decided long ago should the awful happen, I would refund the customer's money or possibly make them a new bear, depending on what they wanted. Last December I had three bears go missing for three weeks. Its horrid not knowing where they are To this day we've no idea where they were held up as they arrived in perfect condition.
:hug: I do hope your bear turns up. Its awful when they go missing like this.
