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?
Do you have the UPS-tracking delivery photo, or could you obtain it? (Either directly, or if it went to court?)
If UPS is prepared to state in court that they delivered it, that’s pretty much it. The customer can request details from UPS and file a report with police. All that will happen if it goes to court is you show your correspondence with UPS where they said they delivered it with proof, the court presumably requests the proof from UPS, and either it turns out that yes, they did deliver it - which gets you off the hook - or they delivered it to the wrong address, which also gets you off the hook; you did all you could as the originating business, you were assured UPS delivered it, presumably it’s up to UPS to refund the customer at that point. That could depend on the fine print in the contract you have with UPS, though, and if they never actually guarantee to deliver or to cover costs of failure to do so, you may potentially have to cover the cost of the item - but you do have third-party-delivery-failure-insurance covering that, right?