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 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.