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.
Ecommerce business that uses USPS Priority almost exclusively.
You need to start a missing mail claim with USPS: https://missingmail.usps.com/
They will search for the package and update you via email. If not found, you can start an insurance claim: https://www.usps.com/help/claims.htm
USPS Priority is automatically insured for $100. Other than that, if no additional insurance was paid, you’ll lose out on the remaining amount.
You can instruct your customer to initiate the missing mail inquiry, but for us, to retain good customer service, we’ll do everything on our end.
Even though losing out on a few hundred dollars can be a lot, it’s not worth potentially losing a repeat customer over the years.