Customer ordered a $65 ceramic planter. Tracking shows delivered to their front porch three weeks ago. Now they're demanding a refund, saying it never showed up. I don't want to just eat the cost, but I also don't want a chargeback. What's the move here?
Shipping
The customer claimed the package never arrived
Do you have the GPS coordinates from the delivery scan? Most carriers provide that if you open a case. If the scan was at their address and not a neighbor's, that's strong evidence.
Three weeks is a long time to wait to complain. I'd ask them to check with neighbors and file a police report if they really believe it was stolen. That usually sorts out the honest ones from the opportunists.
Police report sounds extreme but it's actually standard for stolen package claims. If they refuse to file one, you have your answer. I've had two customers suddenly 'find' the package once I mentioned filing a report for insurance purposes.
Carrier scan says 'delivered to front door' but no photo and no GPS in the tracking portal. I filed a missing package claim with them yesterday, so we'll see whatt comes back.
I had a similar situation last month. Carrier's claim came back saying the driver confirmed delivery, no GPS. I ended up refunding half to avoid the chargeback headache. Not sure I'd do it again.
Wait for the carrier claim result before doing anything. If they deny it, you can use that as your position with the customer. 'We've investigated and the carrier confirmed delivery' carries more weight than you just saying it
Half refund sets a bad precedent. They either get a full refund or they don't. Splitting the difference just teaches people to complain louder next time.
The chargeback is the real risk though. If they file one, the card issuer usually sides with the buyer unless you have signature confirmation. For $65, is it worth the time and the hiy to your chargeback ratio?
Chargeback ratio is what I'm worried about. We're small enough that one or two could flag us. Leaning toward refunding after the carrier claim closes, just to keep it clean. Still feels wrong though.