That Is Not Her Custom

, , , , | Right | February 6, 2020

(I help a lady ship something internationally. We have a global shipping reference guide to what paperwork needs to go with what items to which countries. She is shipping to a country where only the shipping information is required for documents. For any other item, you have to fill out a commercial invoice, even if it’s not a commercial product. The woman is shipping a dog DNA test so she can adopt a dog from this country. I ask what that consists of and she says it is only documents, and it fits in our standard 12-by-9 envelope so I believe her. She pays around 100 dollars because she wants next-day delivery to another country. This incident occurs the next day.)

Me: “Hi, ma’am, how may I help you?”

(I don’t immediately recognize her because yesterday she was pleasant and today she looks ANGRY.)

Customer: “I WANT MY PACKAGE BACK, AND I WANT MY $100 BACK!”

(My manager is helping someone a few feet away from me as it’s a small store so she, along with everyone else, hears the customer.)

Manager: “[My Name], please help this customer; I’ll help her.” *to the irate customer* “How can I help you, ma’am?”

Customer: “I WANT MY MONEY AND I WANT MY PACKAGE!”

Manager: “Okay, when did you give us your package?”

Customer: “Yesterday.”

Manager: “We don’t have your package any longer; every day our packages get picked up by drivers so they can be delivered to where they need to go. May I ask why you need your package?”

Customer: “THEY’RE NOT SENDING MY PACKAGE! THEY SAY I NEED AN INVOICE AND NOBODY TOLD ME THAT! I NEED THAT PACKAGE TO BE THERE TODAY!”

Manager: “Let me call the station.”

(The manager calls and has a short discussion with a manager at the station and then puts her on hold.)

Manager: “Okay, it seems like all you need is to fill out a commercial invoice. You can fill it out right now and I’ll fax it to her and it will be on its way.”

Customer: “NO! I SHOULDN’T HAVE TO FILL THAT OUT. I’M NOT SELLING ANYTHING! NO ONE TOLD ME I HAD TO FILL IT OUT!”

Manager: “[My Name], can you speak with the station manager on the phone, please?”

Me: *picks up the phone* “This is [My Name].”

Station Manager: “So, it says here that it’s only documents.”

Me: *recognizes the customer by this point* “That is what she told me, and the SRG states that if it’s only documents, it doesn’t need a commercial invoice. In fact, that was the only thing for [Country] that doesn’t require a commercial invoice.”

Station Manager: “If that’s what she told you, you did nothing wrong. However, she lied. I have the package in my hand and I clearly feel swabs. If these are clean, we just need a commercial invoice, but if they are used samples, that’s a whole different story. I just wanted to make sure we’re in the clear. You can go back to work.”

(My manager takes the phone and backs up my story, because she helped me out with that lady yesterday.)

Manager: “All right, ma’am, so we have a few options here. You can either go down to the station and pick up your package, or you can call the 800-number and request that it be sent back here and you can pick it up tomorrow. Unfortunately, we cannot give you back cash as this occurred yesterday and we’ve already given the bank drop. There’s no way to refund cash if it’s not the same day. You’ll get a check in the mail in six to eight weeks.”

Customer: “YOU F****** HAVE GOT TO BE KIDDING ME! GIVE ME MY F****** MONEY AND GIVE ME MY F****** PACKAGE!”

Manager: “I’m sorry, ma’am, but neither your money nor your package is here. You’ll get your check in six to eight weeks and, as I said, you can pick up your package right now or have it delivered here tomorrow and pick it up then.” 

Customer: “THIS IS F****** RIDICULOUS! I’M GOING TO GO TO THE POST OFFICE! I CAN’T BELIEVE YOU F****** B****** WON’T JUST GIVE ME MY STUFF! I NEED THAT PACKAGE TO BE DELIVERED TODAY!”

Manager: “Well, you still have the option to fill out a commercial invoice right here. I’ll fax it over as soon as you complete it, they’ll attach it, and it will leave today.”

Customer: “NO! I SHOULDN’T HAVE TO DO THAT!”

Manager: “That’s actually a requirement of customs, not of [Company I work for].”

Customer: “NO! I’M GOING TO SHIP WITH THE POST OFFICE! WHERE IS MY PACKAGE?!”

Manager: “It’s at [address of facility]. Have a nice day.”

(The best part of this whole thing is that the post office will also require a commercial invoice because, as my manager said, it’s a customs requirement and not my company’s. Plus, they don’t have next-day international shipping. I would have given my paycheck to see her face when the post office asked her to fill it out.)

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