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What do you, as hub owners, do when it is the courier’s mistake for lost / damage prints? Do you offer full refund to the customers? I need your opinions on this matter. Thank you.

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i only ship with insurance on packages and I agreed with my shipping provider a max waiting time for lost\delayed packages. I will reprint and reship to the customer if damaged\lost and then claim cost at my shipping provider.

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Let me start by saying I am so sorry that this happened to you as well. I think this is such a case by case problem, but here is what I normally do to start.

I notify and apologize to client and then I proceed to call the shipping company and track down where our package is actually at or last accounted for. (note; I make sure to start keeping the client updated, conversation by conversation with post office/shipping company, and make sure to agree upon best solution per our case)

I make it a point to figure out how time sensitive parts either are, or are not, If I feel the parts are really lost, and super time sensitive, I start printing another set immediately, and ship at no extra charge. I do in most cases end up doing a partial refund and “gifting” them the shipping if it has been a serious delay(that was not expected).

Best Wishes, I hope you find your package … just keep calling the shipping company until they have an answer you like…be persistent with them if you get one operator who cannot help call back and try a different one. (there are certain little towns all over the USA, that I now know the postal inspectors by first name in, because of packages being lost at their post office’s :wink:

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I also only ship with insurance and in the several times USPS has lost orders I have only waited a few days before shipping new parts to the customer. In my opinion if the customer is waiting a longer time than the shipping time I quoted on my hub then it’s my responsibility to get them new parts asap (for example for USPS it’s something like two weeks before they decide the shipment is lost and that’s just way too long for the customer to wait). Luckily when this has happened in the past the orders have been relatively small. I’ll add my pricing is set up so I can print and ship again if necessary and still make a small profit or at least break even.

I’ve tried making insurance claims with USPS and they didn’t like the screenshot of the order that I sent them as proof of the value of the items shipped so I never ended up getting money back from them. I would think if something is lost you want to be very careful with presenting as much detail when making a claim to the shipping company.

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Thank you for your reply. This never happened to me before since I am based in Singapore and it is a really far smaller country than the USA. Even my previous shipping experience overseas is fine. This is puzzling, indeed. Thank you for your encouragement as well.

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Thanks. I will do so with insured package as well.

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Thanks for your reply and some tips about the startup cost as well.

I also feel that some insurance claims are not even worth the time. But, I guess that’s how things work. I hope things work out on your side. Good luck!