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What do I do if the customer claims that they did not receive a package but it has been delivered?

Asked 4 years ago

I have a customer who says that she didn't receive any packages, but the tracking code for her purchase shows that the item was delivered 24 days ago by USPS. What do I do now?

Gena Casey

Thursday, September 24, 2020

If customer satisfaction is your number one priority, then I would recommend that you confirm the delivery address with the customer and reship the order.

Briana Tucker

Tuesday, September 29, 2020

Usually, when this happens, I put a trace on the package and ask the customer to confirm with their neighbors that the package was not incorrectly delivered to the wrong address. I also ask the customer to confirm with other members of the household that the package was not brought inside.

Most of the time, the package is found by the customer or the trace locates the package and it is then successfully delivered. If not, I will normally ship out the order again.

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