votrechien - 3:39 pm on Apr 8, 2012 (gmt 0)
I've only had this happen a couple of times. Ultimately, I've always looked at it as the customer's issue to resolve, not ours. With that being said, I'm always open to negotiating a win-win with the customer, normally by giving them the products at cost.
So if the customer paid $50 for the 1st item with a cost of $35 I might give him the second item for $20, with them paying the shipping (this way the entire 2 transaction is basically break even- our costs are $70 and he paid $70).
For the scammers this may admittedly be letting them win so to speak. Assuming the customer truly didn't receive the item though, the customer is normally appreciative of the offer and walks away with cynicism of the post office/society rather than leaving you with a chargeback or negative feedback.