When packages are stuck in transit due to inclement weather or other not-controllable issues, it can leave the seller feeling totally helpless. 

Unfortunately, there are people out there who don't understand the seller can't control the weather, so instead of simply waiting a few extra days for it to arrive, the buyer throws a tantrum, threatens bad feedback, threatens a chargeback and some even resort to outright verbal harassment, including threats and name calling.  It's a lousy situation for a seller who has done everything right and is dealing with an issue beyond their control.  So, if you are a seller and you are dealing with one of these buyers, here's a couple tips to help calm them down. 

1. Offer to sign them up for FREE Tracking Updates.  This means that when the parcel is scanned into it next location they will receive an email (or text message) showing them that the package really IS moving, albeit slower than they would like. 

2. Send them a link to the USPS website page that discusses the delay in transit.  Usually when there are severe storms, floods, etc, USPS will make an announcement directly on their site. The notice is usually located at the top of the page on Usps.com.  If you click on the notice it will bring you to another page within the USPS site that will have more details.  The details often include how long the added delay is and areas impacted.  Keep in mind, if you are located in New York and your buyer is in sunny California, they are looking out their window and seeing beautiful weather, meanwhile your state is under a snow emergency.  Some people truly do not comprehend that the weather in other states is different than the weather in their state. By sending them the link to the Transit Delay Notice on USPS.com you are showing the buyer that there really IS an issue and it is not with your company.  

3. If you can't find a link on USPS.com, simply go to Google.com and search for "Mail Delays", then click on NEWS:

Now you can find brand new news articles that also discuss the mail delays.  This gives you the opportunity to send the buyer literal news discussing the issue:

4. And lastly, be sympathetic.  Telling the buyer, bluntly, "There's nothing I can do" is just going to enrage them more and you will receive ever more erratic communications from them.  Instead, consider replying with something like:

"I am very sorry your parcel is taking longer than usual.  Here at (your company name) we strive to get our customers their orders fast, which is why we shipped your order same day (or next day, or whatever).  We want you to have your new merchandise just as much as you want to have this purchase.  We will keep an eye on the tracking number for you"

If they continue to scream, you can usually pacify them by telling them you are going to speak with your local post office.  Reality is, there is no point in speaking with your post office over a known transit delay due to weather, but the buyer will appreciate believing that you are rushing to do something to make the mail trucks drive faster to them. 

If they are bombarding you with messages, and if you have already taken the steps mentioned above, you need to read our blog post How to Deal with Insane Online Buyers