Customer claims did not receive everything.

[ericjones]

Hello,

We recently ran into an issue where a customer claimed that he only received one of the two items that he ordered.

I checked our purchase orders and verified internally with our packing/shipping guy and I'm pretty sure that the item was indeed sent out.

Most of our orders are usually for one item, so we don't make these kinds of mistakes (or at least this is the first time a customer has complained about this)

The value of the missing item is about $200.

So I did two things.

1) I called FedEx and asked for the physical weight of the package that was sent. The weight is 10 lbs, exactly the weight of two items (The one item he received weighed less than 5 lbs).

2) I asked the customer to send me a picture of the box he received, since we use different boxes for different sized items. And if we had indeed only sent the item he claims to have received it would be immediately obvious. So he sent the picture and it is in fact the box that we would have used for two items (these are big items, so the box was 16" x 23 " 12" instead of the 16" x 12" x 12" we would have used for the one item)


What should I do at this point?

Should I confront the client with these two pieces of evidence (box weight + box size)?

If he claims a chargeback, will I have any leverage with the cc company? It was sent to verified address with Signature on Delivery.

Thanks,

Eric

[kaz]

Just go with the weight as verified by fedex, the size of the box is not relevant as proof but I believe the weight is. Tell them that you have verified the weight of the package delivered and it equals the items ordered.

[MrHard]

I would file a theft claim with FedEx. If both you and the customer are sure of the situation that means the item was taken in transit as far as claims procedure goes.

[purplecape]

The weight was the weight of the package when it was shipped, not when it was delivered. Like Mr. Hard says, it could just as easily be theft in transit, not theft by the customer.

Did you ask the customer if there was any evidence of the package having been damaged/opened?

[ericjones]

I hadn't even considered that.

That's a very good point.

I will ask the client to see if that package was tampered with and I will file a claim with FedEx.

Thank you for your thoughtful responses.

[dpd1]

I had a similar thing happen... People claimed one major part was missing. I personally put it in, so I knew it was in there. The weight was correct when I checked it later. They couldn't/wouldn't tell me if the box looked like it had been opened. Either they lost it somehow, or it was taken out of the box along the way, though I have no idea why somebody would do that... It was virtually useless by itself. In the end I just ate it and sent another one.

Unfortunately these mysteries are often never solved.

[tangor]

On the few sites where I have weight in product the sale agreement on line is specified as weight. And that weight is what is picked up by the delivery service (and backed up by what the product weighs). Ain't lost one yet, either as a claim against the delivery service for partial/failure to deliver, or the customer receipt (ie. if they got any part of the delivery, they got it all).

That said, I consider myself lucky so far! :)

There are few honorable people in the world these days.

[ericjones]

In this case, the item is a piece of apparel and can definitely be used on its own.

What's funny though, is that the one item that did make it, is probably 4 times as expensive.

Strange.

[rampzoid]

we get it all the time - we weigh all our parcels on site so know if our fault or not - if not we inform the customer that our records confirm by weight that the quantity was dispatched & do they wish us to report the matter as theft to the courier so as they can initiate an internal investigation.

never had a request yet - although we have dispatched "short".

[jwolthuis]

Did FedEx report the weight as 10.0 pounds exactly, or was that the billed weight, possibly rounded up from 9.x pounds?

If you printed the label yourself, claiming a 10 lb shipment, but it only contained 5 lbs, would FedEx report the weight as 5 lbs or 10 lbs?

[ericjones]

FedEx reported a weight of 10.4 lbs - billed us for 11 lbs as per their usual policy.

Internally, we had put a weight of 10 lbs on the weigh bill.

[piatkow]

If you can prove you shipped then make it the courier's problem. They can afford bigger lawyers than you if the customer is trying it on.

[bwnbwn]

ericjones we had this exact problem were we would ship 2 or multiple items and the customer only said they got 1 or were missing an item.
Questions.
1-Do you put on the bottom of the box a type of tape not available to a FedEx employee?
2- Do you cover the top of the box with the shipping lable to keep it from being opened by a FedEx employee?
3- if you don't do either then I would start as after we started doing this we haven't had this issue since. This was not only FedEx but USPS, UPS and anyother shipper we use. Tape all areas of opening with a different type or color of tape than what is available with FedEx.
4- There is always the possibility the box came open and an item was lost either way do number 5
5- File a thieft claim with FedEx.