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.
My view has always been that it’s the suppliers’ problem until the customer receives the goods.
If the dollar amount is such that replacing a lost order is a bottom line hit, try signed receipt.
I think you should replace it and then file a claim with USPS for the customer.
Additional step. Require insurance. Dont make it optional. And maybe even a signed delivery. Build the cost into the goods so customers dont try and go cheap.
You have to protect the customer from themselves.
If there is an amount that you would be willing to take as a hit, maybe only require insurance over a certain purchase price but yes just require it. And if a customer doesn’t buy it, well that’s a them problem. Maybe this customer has never had an issue before , but I regularly don’t receive packages and I pay for insurance when offered every time no matter how much I spent. If I didn’t then I know to expect taking a loss if and when my package doesn’t get delivered.
Seriously. Raise the cost of the product to account for the insurance. This should NOT be optional. Making it optional is not only a dumb business decision as someone that ships products but it also opens you up to scams where you’re always going to be at a loss.