“Mind your business, Mr. and Ms. Businessperson.”

This paraphrase of Ray Stevens’ 1966 hit song “Mr. Businessman” is a great piece of advice for all merchants and professional people.

Much as we advise consumers to keep in touch with creditors and merchants if there is a problem, it is equally important for people in business to “mind the store,” be responsive, and keep lines of communication open.

We recently received an e-mail from Phillip M. of London. Mr. M. ordered several collectible books from a Maine business and, after waiting patiently for delivery, became anxious and e-mailed us.

We then contacted the Maine business, which assured us the books had been shipped not only once, but twice. The first order of three books in two shipments disappeared, so the business claimed it had sent a second set of three books. That shipment also seems to have disappeared. Each set of books had a value in excess of $300.

The Maine business justifiably refuses to arrange a refund until it is sure the consumer in England is not pulling a fast one. The bookseller says: “What if Mr. M. has indeed received the books and is trying to ‘con’ us?” COMBAT agrees, that would be equally possible. Adding to our mutual suspicion, the consumer specifically requested not to have the shipment insured, which would have provided protection and a paper trail. Hmm … strange choice.

So, while Mr. M., the bookshop and COMBAT try to get postal authorities in the United States and the United Kingdom to track the shipment and report, we offered an interim alternative that might bring some peace to our trans-Atlantic valley.

We asked the bookseller to provide us with documentation that the shipment had been sent (including, for example, copies of U.S. Postal Service shipping records). With that, we could assure the consumer in England that the merchant here in the colonies had actually shipped the books. Now it was COMBAT’s turn to wait patiently.

Several weeks passed and even after repeated attempts to request copies of the shipment documentation we have yet to hear back from the Maine business – e-mails went unanswered, no one could be reached by phone, and a letter sent by regular mail was returned because the post office box was closed. Now we are left wondering if the bookseller is trying to pull a fast one.

When a business fails to keep in touch or respond, we are left with only one alternative, to begin our notification of state, federal and (in this case) international authorities, asking their help in resolving the issue. Once government agencies get involved, it’s never any fun for a business.

The moral of the story? If you are in business and dealing with a dispute, keep in touch with both the consumer and any or all agencies attempting to resolve the issue.

Silence breeds suspicion, and it can only get worse if you are unresponsive. COMBAT is in business to heal such wounds, resolve disputes amicably, and restore mutual confidence. We are not the enemy. If you want us to help, talk to us.

When we resolve this book deal, we’ll report to our readers.

With summer ending, vacations over and the kids back to school, you might have a few hours a week on your hands.

COMBAT is recruiting mediation and information volunteers for its fall training sessions. If you have good problem-solving skills and would like to be on the front lines helping to resolve disputes like the one above, give us a call at 947-3331 and leave your name and number. Thanks and have a great Labor Day.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT/The Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. For help or to request individual or business membership information write: Consumer Forum, Bangor Daily News, PO Box 1329, Bangor 04402-1329.