jwolthuis - 7:19 pm on Apr 17, 2012 (gmt 0)

@jrockfl
In *that* particular case, they did. It was a cheap regional rate box that had split during shipping. They received an empty box, and the contents probably went into a bin at the sorting facility.

But my point was that shortage claims should be investigated in a polite and professional manner. I think you can have top-notch personal customer service *and* fraud prevention too. I just got the sense that some posters felt that they were mutually-exclusive; that you can't provide excellent support if you're worrying about $20 losses. I disagree.