I shipped a $300 package last month to a customer via UPS.
Customer claims to not have received it.
UPS tracking says delivered on doorstep with a photo.
I’ve opened a claim with UPS and it says under investigation. Tracking now says “open investigation.”
Customer is saying she’s going to sue me and file a chargeback unless I refund her. I responded that I am waiting until UPS has completed their claim to get the insurance to refund her.
She says that she cannot wait and will just have to sue me since she thinks I’m negligent in this case.
I have copy of shipping label and screenshots of full tracking. I even take photos of the packages before I ship.
Can she actually sue me? Nothing online says she can but I’m a bit confused. What can I do in this situation to protect myself from this happening again aside from shipping insurance?
You must log in or register to comment.
At this point just tell them to cease contact.with you until the investigation is complete. You fulfilled your part of the deal by packing and shipping the item. You have delivery confirmation and a photo of it. There’s nothing else you can do. Their package was possibly stolen and at that point it was their property so they need to focus their attention on filing a police report of package theft and leave you alone.
They’re trying to intimidate you talking about a lawsuit which shows they have no idea how this works.
She has no intention, desire, or frankly, ability, to sue you, if she’s talking the way you are indicating.
Frankly, she doesn’t know what the fuck it would take to sue someone.
If she really wanted to get at you, she should just file a charge back. All the other talk is just plain bullshit raging.
Your fine it would cost more than 300 to sue you for 300 she got it she’s trying to get her money back and keep package
She sounds like a nutcase
since you have now threatened litigation I can no longer speak to you. Please have your lawyer contact me for future updates via UPS
Lol - it’s just a bluff. She’s not gonna sue.
she can sue but she won’t win.
there is possibility that she is trying to get free item by lying to you. she got the package and she is threating you and trying to pressure you into sending money quickly before UPS makes decision.
do not budge. you are doing everything correctly and have all the paperwork to show you are not at fault.
The fact that she threatened legal action before waiting for the investigation to be over just buried her hypothetical case even more lol
She says that she cannot wait and will just have to sue me
Lolwut? (Edit to clarify: “can’t wait” contradicts “sue me” because that’s such a huge time commitment)
You aren’t getting sued until you’re being sued. Keep on with what you’re doing and ignore the threats.
She’s either just having a bad day or is trying to commit fraud. Don’t worry about the threat, you’ve done the right thing and someone threatening to sue over it isn’t serious/doesn’t know what that entails.
Explain again in clear bullet points what you’re doing to have the issue solved with UPS and what options are after, and worst case you’ll get negative feedback from a bad customer. If so, respond politely to the feedback with the evidence which shows you provided fair customer service and that actually is reassuring to future customers!
Same goes for the potential chargeback - don’t cave to demands for a refund unless UPS leaves you hanging and you’ll have a good case to fight it
She’s threatening to sue as a way of bullying you into giving a refund.
See what UPS says with their investigation.
If she opens a chargeback, provide your bank or payment processor with copies of the results of said investigation.
It’s my understanding the UPS DIAD scanner logs GPS coordinates too. So it’s not as if this would be some other person’s porch.
It is entirely possible someone snatched it off her porch tho. She could be telling the truth. In which case she needs to file a police report and provide police with door cam footage. Whenever I think someone is scamming me like this, I offer to cooperate with their local law enforcement for prosecuting theft. The scammers always disappear when I say that.
So it’s not as if this would be some other person’s porch.
FWIW: I routinely get stuff delivered to other people’s porches; and their stuff delivered to my porch. But, these are usually at the houses on either side of me.
The craziest delivery was when it was delivered a bunch of streets over; and my kind extended neighbors drove the delivery over.
Yeah…. I’ve made suggestions of police report and I also helped her file a claim with UPS to open the investigation. I send her follow up emails whenever I receive updates but UPS says their delivery driver matched the house number.
But I guess she is just bullying me because I’m just getting emails of page long rants and threats everytime I try and help.
Never had such a difficult customer 😅
She won’t be the last.
“I also helped her file a claim with UPS”
This is the one thing you did wrong. UPS is a subcontractor hired by you, you should be the one filing and handling the claim. I would never have put it off on the customer. I shipped around 400 orders a day when I had my store.
Delivered but not there is not your problem. Either she got it and is lying (probably), it was delivered to the wrong home (I’ve had this happen several times but the people were nice enough to bring it to the right home), or someone stole it.
Charge back likely won’t work. You’d be contacted, youd show delivered and the cc company would tell the person too bad.
I wouldn’t even respond to this person anymore.
Tell her to go ahead and sue you.
Lmfao she doesn’t want to wait for UPS so she thinks a lawsuit will be faster? Sounds like a bluff. Just take the time to do what you need to do
I’ve been doing ecommerce as a small family business for almost 25 years now, our AOV is around US$300, and in all that time, I’ve had plenty of customers threaten to sue because of one reason or another, but no one has come close to actually suing. It’s all talk.
Has anyone been successful in a chargeback because of a missing package?
I’m trying to figure out if someone can make a case against the seller even if the package shows as being delivered.
It’s very difficult to win chargebacks. And at the end of the day, there is a not so small possibility that the package was stolen after it was left at the door, as I understand is pretty common in the US. And it is the responsibility of the seller to ensure that the buyer gets their package. So if possible and if it doesn’t cost that much, try to get the signed package option, although even that isn’t a sure thing against chargebacks.
With chargebacks, it’s very difficult to win against a buyer. I’ve had cases where I’ve sold a big 700 dollar product, shipped from Korea to Germany, and the customer claims that I shipped the wrong product and started a chargeback. So I asked him to ship it back, knowing that I had already lost the shipping fee in shipping it to him, but at least comforted by the fact that he would have to spend money in shipping it back to me. Well, it turns out that he shipped me back some garbage, some old books. I went to PayPal and they told me that they could reimburse me if I could get a police report, which was not that easy to do, since there was no physical evidence that I could show the police to prove what happened, but I was able to convince a detective to just get me a report. After I sent it to PayPal, I did end up getting reimbursed, but they told me that they had to pay back the buyer anyway and reimbursed me on their dime, which I thought was pretty cool.
You’ll get a bad review for a porch pirate intercepting the package.
No need for anyone to sue.