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?
If you haven’t already now might be a good time to create a policy regarding shipping- outline the process when a package is late/goes missing and who’s ultimately responsible for lost packages (the carrier). For now it’s a good idea to let the customer know you intend to pursue every legal action available to get to the bottom of this missing package including making a report to their local police regarding theft and let them know you will be providing their information to the authorities so they can verify on the ground as well. This is generally enough to scare them off. From a charge-off standpoint you should win as long as you clearly document everything from the IP address of the order to the package delivery, sounds like you have all of that in order. I also like to google property maps or tax bills (generally public info) that match the IP address and buyers name to further associate the delivery address to the buyer. Have never lost a chargeback as a result.
TLDR you have nothing to lose, let them sue you. You acted with integrity and it sounds like they haven’t. Get strong, get loud and don’t let them take advantage of you. Good luck.