What if My Buyer's Package Gets Lost?

If your buyer’s package gets lost in the mail, you have several options for providing them great customer service to help mend a negative experience: 

Communicate with Glass Commerce Support

Make sure you’re answering your buyer’s Messages about the status of the package.

If they’re trying to find the package at their local post office, provide any shipping documentation you may have to help them locate the item. Encourage them to check in with a neighbor as well. 

If you end up opening a claim with the shipping service, keep the buyer informed about any progress. 

Open a claim 

Contact the shipping service you used to send the package and ask to open a claim. This may help the shipping service either locate the package, or compensate you for the lost item so you can refund the buyer. 

If you use Glass Commerce Shipping Labels we will take care of opening a Claim.

Send a replacement or refund

Glass Commerce doesn’t hold vendors responsible for items that are lost in mail. However, ew highly recommend, consider sending a replacement item or a refund for the order. Sending a replacement or a refund can build customer satisfaction, which can help your business succeed in the long run. 

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