What happens if the tracking says its delivered, but the customer claims it isn't?
On orders that show delivered and the customers have not received, we have the customer check with everyone in their household as someone else might have brought it in. Sometimes we have heard of a package going to a neighbor mistakenly or being left at a different/side door. In our experience, usually the package is located.
Most orders are shipped via UPS Mail Innovations where UPS does the first part and then the final delivery is done by USPS so we also suggest having the customer contact their local post office and many times they can get in touch with the actual person who delivered it and see if they recall where they left it. They can also provide a GPS location to where the order was delivered. It’s best to do that soon after it’s marked as delivered.
Keep in mind that if tracking information states an order was delivered but your customer hasn't received it, we can’t take responsibility and reship that order. In that case, any replacements would have to be at your expense as the store owner.
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