Don’t Let Selling Internationally Scare You

[sassyminidolls]

I know sometimes packages get checked out through customs.  A friend of mine had a package that was being sent to her from Canada gone through . . . could be yours are held up somewhere like that. 

[Cath]

(Hmmmmmmmmmmmm...smells like there's something rotten in Denmark.)

Ya know if other complaints have been filed, it's the fault of the postal system either there or in Amsterdam.  It's certainly not yours.  Hopefully your customer will understand that.

Hope this works out positively for both of you.

[debbiedp]

OMG Marsha...that sure is a funny story....I needed a laugh today! She ran over the package with her car! ;D  ;D ;D LOL

Thanks for your input Cath....the flights to Holland go directly from Johannesburg to Amsterdam, so any UK strikes would not affect this. All packages are sent from my local post office and I receive a registered slip with a tracking number on it.....which I can actually only trace on United States Postal Service for American customers...there is NO website to trace European destinations. Both these missing packages have been traced to leaving on flights to Amsterdam...and then NOTHING! When I phoned our postal CLIENT SERVICES today, the lady I spoke to said she had had quite a few complaints/enquiry forms for missing parcels....all to Amsterdam. I think that there is a problem there!

I just don't know what I should do about this customer in Holland if her doll DOESN'T arrive...I didn't suggest insurance to her, so feel that I need to reimburse her money..GROAN.....all my hard work for nothing!  :'(  She bought that very first girl in my HELLO DOLLY series...Alison with Alice.  I'll just keep my fingers crossed that it pitches up and if it doesn't,  put it down to experience and LEARN from it...hopefully!  :-\

XXX
Debbie

[Cath]

Debbie...what I sell isn't anywhere near the price range of your dolls but if something is being sent internationally I always give the customer the option to have it sent airmail, priority, or economy plus I recommend insurance if being sent via priority.  The majority opt out for the insurance so I tell them the consequences if the package and item arrives damaged or not at all, one thing being is that I will not refund their money if they chose not to insure.  That usually changes their mind.

One thing I always do is mail any International packages at the post office (not an easy thing to do in the winter when it snows or if bad driving conditions).  The reason for that is because I have a hand-stamped and dated copy of the customs form plus the post office receipt.  Both of those will prove that the package was mailed and when. 

I also keep emailing my International customers if after 2 weeks I haven't heard from them when the package was airmailed/priority and should have been rec'd within 10 working days.  'Knock on wood' every package has arrived and in one piece.

Do you think the UK strike may be having an effect on why the packages have not yet been rec'd?  Does your mail go thru the UK postal system?  If so, that could be the reason. 

[sassyminidolls]

Thanks for that encouragement Marsha...I sure needed it! I think I'm going to do exactly what you said....give them the option Oh well, let's hope that the customers REALLY want those dolls or they'll think twice about paying that amount! XXX
Debbie

I know how you feel, but let's face it, figure the time and cost to pour, clean, fire, china paint fires, assemble, dress, accessorize, wig and not to mention the cost of slip, fabric, the trims, jewelry, and if you have to do it all over again . . . . .

The reason I started requiring insurance all for U.S. orders is sometime back I would give buyers the option with my disclaimer, not responsible, yada yada, lo and behold this one lady didn't want insurance.  Okay.  No problem.  A few days later I get an email from her she RAN OVER THE PACKAGE with her car!!!   :o

I must have had a premonition as I put the doll inside this hard plastic case which I had, wrapped it with bubble wrap and placed it inside a box that was well insulated. 

The mail person left it in front of her garage and she didn't see it.  Thankfully all that broke was the foot separated from the leg.  She wrote me and said, was it insured?  I forwarded her back her email where she said she didn't want it (and I don't think the insurance would have covered something that she damaged, although she said it was their fault) but anyway she was very nice about it and said she could fix it herself, which she did. 

But it got me to thinking and so now on all U.S. orders I require insurance.   ;D  But I do offer the option to overseas customers b/c of the cost and hope for the best!!

[debbiedp]

Thanks for that encouragement Marsha...I sure needed it! I think I'm going to do exactly what you said....give them the option and if they don't opt for it, well then there's no comeback later....but it's also about $25 from here with insurance on a $150 doll......it's SO STEEP! Up until now I've been charging about $7-$8 for registered airmail anywhere in the world. Oh well, let's hope that the customers REALLY want those dolls or they'll think twice about paying that amount!  :o YOU WANT ME TO PAY WHAT? LOL

XXX
Debbie

[sassyminidolls]

I ship overseas all the time too - not a problem since you can get the postage and the customs form filled out on Paypal.  The only downside is that with paypal you are obligated to use global priority and can't ship air mail as of yet.  Sometimes I just go ahead and send it GP because I'm too lazy to go to the post office.

Fairly recently I started using Paypal's shipping labels feature and I also purchase postage through USPS.  I can kick myself for not having done it sooner, LOL.  So easy and I can even arrange for pickup here at the house!! 

Although if I have to ship something first class that hasn't been paid through paypal or international air mail I still do have to go to the post office but not as often anymore!!  (Plus with hubby laid off, he's my "runner" ha ha ha ha)

Most of my orders are within the U.S. and I require insurance.  If shipping overseas, I give the customer a breakdown of what it will cost to ship when they are ordering a doll so they are prepared and let them choose insurance or no insurance. 

Priority with insurance let's say to the U.K. from the U.S. is approximately $25.00 for one doll, which is a considerable difference from international first class for around $7.20 . . . . However, if someone is paying $150 or more for a doll then $25.00 in the scheme of things isn't too bad, well it is shipping robbery  :( but . . . . . piece of mind . . . .

Debbie, give them the option.  Let them decide.  You can tell them that if they do not opt to purchase insurance you cannot be held responsible for lost or damaged items, you have no control over it once it leaves your hands.  Particularly at this time of the year with Christmas is approaching and a lot of packages going out. 

I'm sure your packages will show up.  They've taken a detour . . . .gone sightseeing!

[debbiedp]

Hi everyone!

I'm feeling very down about selling overseas at the moment.......I don't have a problem selling my work, that's not the issue....but in the last couple of months 2 of my packages, both of them to the Netherlands and neither of them insured, have gone AWOL. Fortunately only one was a doll going to a customer, the other was a package of fabrics and a doll kit to a friend. But still....for the past 13 years I've been sending my parcels registered airmail and these are the FIRST two that haven't reached their destination.

I went in to the post office this morning to enquire about insurance rates on future overseas parcels...it's SOOOOO expensive. What does one do? Offer the customers the option of insurance, but tell them how expensive it is, or what? My customer base is just coming along so nicely, I'd hate to lose any customers now! Any suggestions most welcome please.....I'm feeling really depressed about this whole issue at the moment!  :'(  :'(  :'(

Debbie

[roundwood]

We ship internationally every week. Mostly to Canada, the EU and Britain. We also do some business in Asia and Australia. Aside from filling out a customs form, everything proceeds as if it were a domestic (US) sale.

We have had offshore shipments get routed to the wrong country and take a couple weeks to get back to where they were supposed to be in the first place. Usually shipments to Europe from Maine arrive in under 4 days if sending 1st class.

People are generally good and honest. In ten years, we have never had a personal check from a client bounce on us. Granted, we really do not get that many offshore personal checks to begin with, we stipulate that the funds have to be drawn against a US bank - Money Orders are generally more common from offshore clients.

Yes there are dishonest folk out there.. but we really haven't run into any yet. 

This is looking at the results of thousands of shipments - not just a few. 

[kachookie]

I ship overseas all the time too - not a problem since you can get the postage and the customs form filled out on Paypal.  The only downside is that with paypal you are obligated to use global priority and can't ship air mail as of yet.  Sometimes I just go ahead and send it GP because I'm too lazy to go to the post office.

[Cath]

My best Internal customers have been from Canada, England, Australia, France, Spain, and Italy.

Tell all of your International buyers the only form of payment you will accept is PayPal.  I have had some ask if they can send an International Money Order and I have flat-out told them no because of the fraud problem.  They have all paid via PP without any further asking about the MO. 

PayPal can be a pain at times but it will protect you as long as the customer doesn't over-pay.  Just tell them they cannot do that because you will not refund them the over-payment.  Protect yourself.  If the customer is not trying to scam you, your sale to them will go smoothly.

Recommend to your customer that the item be shipped via Airmail.  A one week ship period is much better than a 10 week ship period if it is mailed via Economy.  A BIG problem with Economy is damage to the parcel and its contents plus the parcel getting lost.  Tell your buyer that and the majority will opt for the Airmail even if it is costly.

Keep the customs form and also your postal receipt until after you have been told the package has been rec'd.  Insurance for overseas packages is also expensive, and an option you can give to your International customer.

Always charge them for an extra pound in weight or you will have to pay it.  If the package is one ounce over, you pay for the full pound.  Make sure you don't cheat yourself on the postage fees or your profits will be quickly eaten up.

Pack your items really good, especially if they are extremely fragile.  Put your item in a larger box than you normally would, make sure the item is snug and safe surrounded by the popcorn.  Write FRAGILE in huge letters all over the box too - top, bottom, sides.  That word is understood in every language.

Include a copy of the PayPal payment inside the box, or if no printer is available, hand write a receipt containing all pertinent info so customs does not have a problem with the package or you or your customer.

Make sure you fill in the correct customs form.  The short one for packages under 4 pounds, the larger form for anything over the 4 pounds.  If you are not sure how to fill in the forms or what to write on them, ask your postal clerk for help.

It's a lot of work but well worth the effort especially when you receive those wonderful emails from appreciative customers.

[*marlene*]

Good luck with your International Sales! Selling overseas can be fun ... most orders come from legitimate Buyers in accepted countries.  Below are a few warnings.

Excerpts

Western Union Payments

http://www.westernunion.com/info/faqSecurity.asp


Shipping Hurdles
But credit-card fraud is not the only concern for merchants who sell internationally. How to ship the products, many experienced merchants say, is the other primary issue.  Many lessons are learned about selling internationally. The two primary issues are credit-card fraud and shipping. Any U.S.-based ecommerce business that sells internationally deals with them.

Credit-card Fraud Issues
Credit-card fraud occurs when a thief steals a credit-card number (or, purchases a stolen credit-card number) and uses that number to buy legitimate goods and services from an unsuspecting merchant. The merchant will not get paid for the merchandise, but he’ll have to pay the credit card fees and he’ll lose the merchandise because he’s shipped it to the thief. This type of fraud happens every day, and everyone agrees ecommerce merchants selling products internationally are especially vulnerable. That’s because many developing and Third-World countries do not and cannot properly police these thieves and, moreover, the market for buying and selling stolen credit-card numbers is largely outside of U.S. boundaries.

U.S.-based ecommerce merchants who sell products internationally quickly learn these lessons and take appropriate precautions. Ben Boxall is president of VR3 Wholesale, a Los Angeles-based importer, wholesaler and retailer of aftermarket automotive products. Boxall’s company sells its products through several ecommerce sites (vr-3.com, vr3wholesale.com and roadmasterusa.com) it owns and operates.

Recommended Countries of Concern that frequently have FRAUDULENT transactions
* Romania
* Indonesia
* Singapore
* Ghana (a rising star of fraud!)
* Ukraine
* Uganda
* Nigeria
* Hungary
* Belarus
* Estonia
* Latvia
* Lithuania
* Slovak Republic
* Russia
* Yugoslavia
* Macedonia
* Phillipines
* Thailand
* Malaysia

Here's another interesting article:
Don’t Let Selling Internationally Scare You
http://www.practicalecommerce.com/articles/403//