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Customer received box but claimed item was not inside.

Gayle avatar
Gayle from ragdollsocial 7:48 pm Nov 24, 2012 EST
Has anyone ever had a customer claim that the order arrived, but the item was not inside the box? I've had over 140 orders and have never had a problem. I ship USPS Priority Small Flat Rate and seal the box not only with the shipping label, but I also tape off the edges and I ALWAYS provide tracking numbers.

Etsy sent me a message saying that the case is resolved, but I have a feeling that the customer will not agree.

This customer tried to buy the item once before and I received a message saying that her credit card was declined. She made a second attempt and the purchase was accepted. I have a bad feeling about this because I know I put it in the box and secured it.

As a seller, would you feel obligated to resolve this? I didn't insure this because it was $50, but I don't want to loose $50 if she's pulling a fast one?

34 Responses

TheRibbonCorner avatar
TheRibbonCorner from TheRibbonCorner 7:51 pm Nov 24, 2012 EST edited
Here is my 2 cents, it is possible that your package could have been opened up, the item taken out, and sealed back up. Not your fault, but you may have to eat the cost and send her a new one. That is what I woul do.
Sandra avatar
Sandra from LeatherArtistry 7:53 pm Nov 24, 2012 EST
I really do not believe her and honestly you have the proof of delivery. You know the box was sealed properly and paypal would side with you on this one if she used paypal. The one bad problem is feedback. Also is the customer asking for a replacement or a refund? A replacement would suggest she did not get the item and a refund would suggest otherwise... Good luck I hope it works out for you
Kylie Jackson avatar
Kylie Jackson from Wallfry 7:53 pm Nov 24, 2012 EST edited
Yes, I had an express post package arrive empty (sealed and everything according to the customer) and the next day the actual package inside arrived at her door (lucky it was separately wrapped and addressed but no postage on it.

Who knows what happens in the shipping process? Yes, your customer might be pulling a fast one, but she might not too and you have no way of knowing. Just ask yourself if you are prepared to be wrong if she is completely innocent.

I have thought the worst of customers in the past and have been proven wrong.
Marna Marano avatar
Marna Marano from AllThingsMarna 7:54 pm Nov 24, 2012 EST
Wouldn't the weight of the package prove whether the box was empty or not at the time of the label being printed?
Elisa Alvarado avatar
Elisa Alvarado from ElisaAlvarado 7:54 pm Nov 24, 2012 EST edited
Yep, what RibbonCorner said. Insure items over $25 if you want to not be out so much.

Jamie Irene avatar
Jamie Irene from WeddingsByJamie 7:55 pm Nov 24, 2012 EST
Yikes! I am sorry you have to deal with that! I personally would not offer a refund, I agree with TheRibbonCorner, I would eat the cost and send her a new one. If she says she just wants a refund and not another item I would guess she is scamming you.
Shannon avatar
Shannon from CorvusDesign 7:59 pm Nov 24, 2012 EST
This exact thing happened to me buying an item on the other E. I got a notice from the post office to come there to pick up my delivery. There was a note on the slip that said "empty box". When I got to the PO there it was...just an empty priority mail box. It looked like it had come open/been opened in transit somehow.

I took pics and sent them to the seller. She did not want to issue a refund even though it was insured at full value. She told me to file a claim for it even though she had the paperwork. Needless to say, I disputed through "conflict resoultion" and won my case easily.

Not sayin' this is the case with your buyer but wanted to let you know that weird stuff does happen with the PO. Best of luck resolving the situation to everyone's satisfaction.
Elisa Alvarado avatar
Elisa Alvarado from ElisaAlvarado 8:00 pm Nov 24, 2012 EST
Postal machines rip packages all the time (especially envelopes) and the stuff falls under the machine. You might get it back in the package. Or you might get some random item in the package. Or your item might be inside that machine for years. Or a postal employee might have stolen the item. Whatever, just refund. Plus you can't really talk about it in forums anyway.
somethingxtraspecial avatar
somethingxtraspecial from somethingxtraspecial 8:00 pm Nov 24, 2012 EST
I used to work in a domestic appliance company and we exported items all the time. Then suddenly some customers complained they were receiving empty boxes. They were being taken out in the packing departing and filled with bricks (and the items being sold in the local paper as unwanted gifts !!)
The only thing you can be sure of is that you can;t know every possible reason for something ;-)

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