I run a very small craft business and had a very loyal customer order $500+ worth of items from my online shop. The package was marked “delivered” 4 days ago by the USPS however the customer claims they never received it and now they’re freaking out.
I do have a policy on my site that clearly states that my business is not responsible for packages lost or stolen in transit and do offer insurance option at checkout, however the customer chose not to insure.
Aside from directing them to file a claim with their post office, as a the business owner, does anyone have advice for what next steps I should take to address the situation? Thank you.
If it’s USPS they GPS track those scans so you’d want to get in touch with them, maybe their local USPS even, and have them check that tracking number to see where it was placed. After that it’s a police report for stolen products. I’d reship after doing my due diligence. $500 is nothing if it’s a good customer.
If I’m not mistaken, USPS lost package deliveries provide up to $100 insurance claims so it’s a $400 loss. They’re slow to pay but will pay after an investigation. They don’t always require a police report but filing one doesn’t hurt. Agreed. I’d re-ship right away for a good customer after they put in a USPS claim and require a signature confirmation for any high value shipments.
No. They can only gps track if they do an origin scan. I use the self check in at the post office and put the package in their bin and they still can’t tell me where the package is.