A customer reached out saying they only received 1 of the 4 pieces in their order. They requested a refund instead of replacement (which is usually a red flag to us).
We asked them to send a photo of what was received and the packaging. The packaging (box) used was our large size box, which is only used for 3+ products being packed. We would never send 1 unit in this box as it would bounce around and potentially break, and we have smaller box sizes dedicated for one unit.
We suspect they are lying. What would you do?
Unfortunately I think this is just the cost of doing business nowadays. If this is happens very rarely, I’d just mark it as a loss and refund to save the potential negative review and dispute.
If this happens regularly, new processes need to be developed to minimise the risk of this happening.