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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  • Tyrilean@alien.topBEnglish
    1·
    11 months ago

    You’re responsible for getting the product to them. You are the customer of the shipper, not them.

    If I ordered something from a company and it didn’t arrive, I wouldn’t accept your BS disclaimer, and likely file a chargeback if you refused to make it right. Goes without saying that if I was a loyal customer, you would never see me again after that experience.