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.
Ultimately, the order shipment with a carrier confirmed delivery update coupled with a copy of the shipment label is enough to win any “Did Not Receive “ chargeback the client might file.
People think you can file a claim with your credit card for any old reason and that’s not true. You can only file a chargeback for a limited set of reasons.
That being said, you should weigh your actual cost for the order against the life time value of the customer and ask yourself it makes sense to do everything in your power to keep the customer or to end the relationship over the claim.