tedster - 1:07 am on Aug 19, 2000 (gmt 0)

Yes, I'd suggest reporting this to the post office. You'd be amazed what they can accomplish. If you can get the clear packing tape from the customer, that might help the investigation a lot.

I'm glad you decided not to fight with the customer on this. There is a second rule:

1) The customer is always right
2) When you know the customer is wrong, refer to Rule Number One

I tripled business for three different brick and mortar companies with this kind of policy. And I know it hurts, especially in that moment when you just KNOW you're being ripped off.

And you will get ripped off. I suggest you get used to it, factor it into your costs, and then give it no more concern. Don't let it make you drive away even one customer -- that's a loss you cannot afford.

In eCommerce we've got to keep our eye on the ball -- and the ball is a successful business, not policing customer morals.

The rest of the decisions you face will no doubt be a learning curve, and a lot of it will be idiosyncratic to your particular situation. Insurance may add too much to your costs. Or maybe insurance costs will be cheaper than covering uninsured losses. Packaging changes might make more sense and be cheaper than insurance.

One way or another, losses and loss prevention need to be factored it in as an ordinary cost of business. Good luck with it all.