Buyer claiming only received 1 item in box when 2 packed
Received a message today from a customer who states that they only received one box of a two-box order.
I asked the customer to send pictures of the box and packaging which they duly did. The picture shows the original box and a piece of packing inside the large box I used to pack the order of two items. Each item weighed 12KG. I personally packed this order and used a box suitable for the two boxes and suitable packaging.
How do I deal with this when it is a clear attempt to try and get me to send another box
0 replies
Seller_NoMNQDGnEW5Bx
Were they one order or two separate ones?
Can you prove that the box weighed 24kg+ rather than just 12kg?
Seller_DROodOAYHftnc
Did they send a picture of the label with the weight on it - that should be proof enough.
Seller_8Wsckn3UoR095
I would send them a message asking if it had been opened when delivered & state, you’re reporting this to the courier, fraud action, the police and anyone else they see fit.
If you still wish to pursue then an external investigation, let me know and I’ll have this processed for you with the relevant parties. I am obliged to tell you the following:
‘With the increase of online sales in the recent years all deliveries marked ‘deliveries missing items but marked tracked delivered’ cases are reported the following courier insert, Amazon and Action Fraud, (this does not exclude any party the other parties see fit to involve at their own discretion) for full investigation. The police may also be involved if it is found that the delivery deliver’s scanner, tracker and camera found it has been delivered as it was packed with no signs of tampering, this is at the courier’s discretion. As, after all, theft from an online shop is no different to theft from a physical one’.
Usually weeds out the frauds
Seller_p5xRrTJAR4CKT
Hi
Just received a picture confirming box was unopened and delivered to the address. The only thing regarding weight as we have a contract with PF for up to 30kg so no weight is shown
Seller_NoMNQDGnEW5Bx
Most couriers will weigh a box on its journey so you should be able to get the exact weight from PF
