It has been almost 3 years since we have started the Online Store. Thanks to many understanding customers, we have completed hundreds of orders in the last 3 years. However, in this fall (October), a nightmare of all online business managers (I called it Sashiko Store Nightmare) finally happened to me as well…, it is a case of “tracking says ‘delivered’ yet the package is not actually delivered to the customer”, over international shipping. This is a log of how we handle this unfortunate accident.
*We had once (only once!) had a case of a missing package with a tracking record of “delivery” over domestic USPS shipping. It was also a sad and unfortunate experience, but the domestic is simpler because there is only one carrier to file a claim to. The customer was very understanding, and therefore I forgot about how scary the “missing package” can be.
You will get what you order
First of all, we will do everything we can think of to get you what you ordered. Please take a moment to read through our shipping policy, if you haven’t yet.
Although it is true in the article, “please understand that the missing & miss-delivered & stolen package after the package get into the Post Office System is out of our control”, we will not give up even if no carriers can resolve the issue. In the worst-case scenario, if the product is from the supply category (which something we can re-prepare), we will make another package for the 2nd attempt.
It is an unfortunate accident
The missing package with a tracking record of “delivered (completion of the carrier’s service)” is the worst-case scenario for the online shopper. It is the accident, or possibly a crime if the package was stolen.
Therefore, please understand that it is very important to take the proper step to file a claim, keep the records of what is going on, and how we can resolve it “together”. We are very sorry for any inconvenience due to the accident and sorry for the frustration of taking a long time to get a package. However, we as a seller are also a victim in this unfortunate accident.
If we are a big company like Amazon, then resending another package right away may be economically viable. For a big company, issuing a refund may be a much easier option to keep a customer happy. However, we cannot operate our business with the same logic as the other big company. Again, we will do our very best to resolve the issue.
How we concluded | Sashiko Store Nightmare Log
Here is a log of how we handled the unfortunate accident. We cannot expedite the process of Post Office Investigation or actual shipping. Therefore, we did our best to make a reply as soon as possible, even over the weekends. It was an international package from Japan via Japan Post with a help from Sashi.Co & Keiko Futatsuya.
Sep.27th – Order Confirmed
Sep.28th – Package Posted via Japan Post
Oct.6th – Arrival at inward office of exchange (International)
Oct.14 – Final Delivery
Oct. 14 – Message from a customer that package “Not Delivered”.
Oct.14 – Reply from me with directions. Questions to understand the situation better.
Oct.16- File Claimed Local Post Office in Japan. (Although the person told me there is nothing they can do because their service is completed by the Final Delivery. I had asked to bring it to the upper position for the better
Oct.18 – Another update from the customer with confirming no mis-deilvery to the neighbors, no delivery person’s error (he didn’t see the package). Replied with another request to file a claim to the Local Post office for whereabout.
Oct. 22 – Second reply that there is nothing Japan Post can do.
Oct. 22 – The replacement package
Oct. 23 – The package is accepted to the Japan Post
Nov. 8 – Package arrival notification from the Japan Post System
Nov. 11 – Received confirmation from the customer.
It is not easy to deliver a package Internationally
This long process wouldn’t be necessary if this was domestic shipping, which means if the shipping address was within the USA or Japan.
Over the Internet, it became so much easier to purchase an item without visiting a store. On top of that, because of Amazon, we expect the package to be delivered within 2 days or so “no matter what”. However, with a small-sized business like us, it is a big deal to make international shipping. Please understand that international shipping can take a long time – and sometimes, it is risky to order one. We promise to deliver what you order, but we cannot promise “when” to be delivered. There is so many risk factor to guarantee the delivery date – missing package, rerouting the package, customs, and many more.
We are willing to continue the International shipping. However, please be advised that it “can” take a long time to complete the delivery. Please take your time to read our shipping policy.
We do ship Internationally.
Again, regardless of the risks (Sashiko Store Nightmare), we are willing to make a shipment to oversea address. It is our goal to share the Sashiko we practice. In order to achieve the goal, providing the materials and tools we use every day is very necessary. Since our business model doesn’t allow to have the “distributor”, the website is only one way to introduce what we use.
If you are ordering from the non-USA or Non-Japanese shipping address, please understand that there are risks of receiving packages a month or 2 months from the order day.
Alternatively, we offer an option to expedite all of the steps by upgrading the shipping method to “Express”. If your order is a time-sensitive package, please consider investing in the shipping (it will be like $40 more for only shipping). As I promised above, I will make sure & do our best that you will get the package regardless of shipping grade. However, please, please understand that it is outside of our effort, and it will take a long time to resolve it.
*Even the most expensive Express mail can be delayed due to the custom. We cannot control the custom at all, and we all should follow the law of each country.
Footnote of Sashiko Store Nightmare:
After we hear from the customer with receiving the package, we have asked them to revise the “review” on our services (it was on the product review category). Although we have not received the revisal yet, unfortunately, we wanted to inform everyone that Customer Support is very important to us and we will do everything we can think of.
I hope you can enjoy shopping with us without worrying about the shipment. Although we are not Amazon, which guarantees everything regardless of the condition, we will do everything we can think of. If you are in a hurry of receiving the order, please consider upgrading the shipping method as well.