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10 months agoIt’s possible they didn’t want to hurt your feelings or they felt more comfortable telling him because they know him better. In situations like this I find it’s always best to look for the good, not dwell on the bad. The good here is they didn’t go out and tell a bunch of people that your product was bad, they went directly to the source and now you have the opportunity to turn this into an amazing experience for them. Go above and beyond to fix it, maintain a positive attitude and it’ll come back ten-fold.
If you haven’t already now might be a good time to create a policy regarding shipping- outline the process when a package is late/goes missing and who’s ultimately responsible for lost packages (the carrier). For now it’s a good idea to let the customer know you intend to pursue every legal action available to get to the bottom of this missing package including making a report to their local police regarding theft and let them know you will be providing their information to the authorities so they can verify on the ground as well. This is generally enough to scare them off. From a charge-off standpoint you should win as long as you clearly document everything from the IP address of the order to the package delivery, sounds like you have all of that in order. I also like to google property maps or tax bills (generally public info) that match the IP address and buyers name to further associate the delivery address to the buyer. Have never lost a chargeback as a result.
TLDR you have nothing to lose, let them sue you. You acted with integrity and it sounds like they haven’t. Get strong, get loud and don’t let them take advantage of you. Good luck.