Small Business Ideas Forum

johnnylew · 30th August 2005, 10:16 AM

I have a customer that claims she did not receive a shipment. The Delivery Tracking confirmation from USPS shows the date and time the package was delivered. She wants another package sent. I of course have fulfilled my commitment.

What would you do? I am not at a point where I can just give inventory away. The item is $40 value.

Just want a sanity check from you guys.

Robert · 30th August 2005, 11:09 AM

That is a tough one. Did she have any response to the fact that you have tracking confirmation of delivery?

johnnylew · 30th August 2005, 11:48 AM

Yes, I advised her that the tracking information had the date and time and address of where the order was delivered.

She wanted another one anyways. I advised her to get with her post office (the one that confirmed delivery).

I felt bad, but besides giving away product at my expense is not what I am in business to do. Had there been no delivery info I would have been on the hook to go to my post office to dispute.

Thanks for replying

pete · 30th August 2005, 08:02 PM

If she paid by a credit card, it is up to you (as it should be anyhow) to prove delivery. Not just that it was confirmed, but who signed. You are the one who sent the package and the ball is legally in your court to prove delivery.

There are people who make a living at this. And it's quite possible the very lady who is making the claim signed for the package - but signed another name? Does the PO ask for a pictured ID?

From visits to other boards where shipping and dropshipping are the main topics, I can tell you this is not uncommon. Particularly with auction buyers.

Good luck.

johnnylew · 2nd September 2005, 07:17 AM

Pete, thanks...delivery is confirmed with USPS tracking system stating the time and date of delivery. A signature is a bit much for a $40 dollar item (including the shipping cost). As far as I am concerned at this point, we delivered we have the proof, it transfered possession once it left our store, it was not dropped shipped.

She could have requested signature required when she ordered.

I will update my terms and condition page though to reflect that once delivery is confirmed we are no longer responsible.

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