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?
It didn’t happen often with us, but it happened enough that we put a ring camera at the packing station and the packer writes the day/time they pack in the invoice. If there is any problem like this, I just review the camera. I also let our customers know when they reach out that we will check the cameras. It has worked out well for us and have kept losses to a minimum, as well as make sure our customers get their products