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Customer did not receive the purchased item.

If your customer does not receive their order, the first thing you need to do is investigate why. The package could be lost in transit or there could just be a delay. The most important tool during this process is shipment tracking. If your customer hasn’t received their order by the expected delivery date, let them know that there may be a shipping delay and that they should look at the progress of the delivery by tracking their package.

However, if your customer doesn’t receive their package, they’re entitled to a full refund or replacement (including shipping costs) at your expense, unless you can provide tracking information that shows it was delivered. If the package is lost in transit, you need to take the matter up with your shipping service provider – it is not your customer’s fault if their package is lost or undelivered by the courier company. In the event of a replacement, keep your customer up to date by providing them with new tracking details of their new delivery.

As a vendor, you must always deliver the package to the exact address that the customer provided in the order details (unless they selected the local pickup option). If your customer claims that they didn’t receive their package, but you have evidence that proves otherwise (such as tracking details showing the delivery address, date and signature), you have grounds to despite their claim. Ask them to check with their neighbours if anyone signed for the delivery on their behalf, and confirm if the delivery address is correct. If the package was delivered to the wrong address, ask them to collect it from that address, if possible.

If it is determined that the package was not successfully delivered or collected, the customer will receive a refund for the full cost of the product (including shipping costs, if applicable) and you, the Vendor, may be required to reimburse for the amount of the refund if the withdraw threshold (if applicable) has passed. This is because of our money back guarantee, which you can read more about here.

Since you are completely responsible for the safe delivery of your items, you should consider purchasing shipping insurance. In the unlikely event of a shipment being lost or damaged, shipping insurance offers you peace of mind knowing you’re fully covered and may be reimbursed. Read more here.

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