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?
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