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.

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  • t-brave@alien.topBEnglish
    1·
    1 year ago

    First, I e-mail the customer back and tell them this:

    “My first advice is for you to check with your neighbors and your postal carrier to see if the package may have been mis-delivered. Most of the time when a package is showing “delivered,” but it hasn’t been, it’s with a neighbor. Also, if you live with someone else, ask that person if they brought a package in (and describe it to the customer) and put it somewhere. If you still can’t find it, let’s give it another week. Oftentimes, it’s been mis-delivered, and the person who received it may put it back into the system.”

    I do usually tell the person what the package looks like – the size/shape of box or mailer (and color), as well as any identifying/unusual stickers or markings on the package (I put a logo sticker, or another fun sticker on the outside of every package.)

    I personally do re-ship an order, or refund for it if it hasn’t shown up in two weeks. I don’t have to do it, but I DO it, because the VERY few times I have to replace a package, doesn’t cost me much money, and it gains me loyalty from that person forever. I do add insurance on any package $300 or more, just for my own peace of mind (in cases like this.) I always figure, yes, it costs me extra, but they spent so much, it’s kind of a “bonus” I throw in for large orders, which also protects me and my business.

    Technically, you don’t have to do anything, since it’s showing “delivered,” but think if this was you in your customer’s shoes. What would you think or want to have happen in this instance if you were being truthful that your $500 order wasn’t delivered? They can hit you with a charge-back on their card or PayPal account, in which case you’ll lose the money anyway.