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?

  • Canadian121416@alien.topBEnglish
    1·
    10 months ago

    Another angle. Depending on how much $300 means to you vs what your reputation means to you… I would refund her as soon as she has given her account of the scenario to UPS.

    I always re-ship out lost packages asap to my customers straight away and I never wait for the mailing company to finish their investigation. I care about my reputation more than a few hundred bucks. Sometimes it really sucks to eat some cost (has happened less than a handful of times in the past 3 years) but those customers always are loyal after, and will give positive reviews and feedback.

    It takes a lifetime to build a reputation and 1 second to destroy it. Something my grandpa used to say.

    • Every-Tough7533@alien.topOPBEnglish
      1·
      10 months ago

      True, a good consideration which I do for other customers with no issue when it comes to refunds or replacements.

      Unfortunately this item is sold out and the customer threatened to sue us from the first email so I decided to follow the proper insurance process on this one. I asked her to contact UPS just in case and in the meantime I would make her a new piece but she refused and demanded a refund while sending me page long rants.

      Doesn’t seem like a customer I’d want to keep and my website doesn’t have a review system.

      • Canadian121416@alien.topBEnglish
        1·
        10 months ago

        Yes you need to decide for yourself the character of the customer and if it is worth it. Bad luck it sold out otherwise you could have sent a replacement. But I always try and de-escalate angry customers as soon as possible. Have you tried to phone her? Talking on the phone can sometimes fix everything.

    • dan1101@alien.topBEnglish
      1·
      10 months ago

      Yeah also UPS often takes a very long time to resolve disputes. Like the last one I went through took almost 3 months and they were ridiculous about it the entire time.