Signature Confirmation - When a Buyer Claims its not their Signature!

[Maximus1000]

I recently shipped a $220 order to a customer, and since they live in a apartment building it is my policy to automatically add signature confirmation since we had issues in the past with packages going to apartment buildings not ending up in the buyers hands (left on front door). I also insured it with U-Pic. The buyer contacted me and claimed they did not receive the package. I tracked it on USPS and it shows it was signed and delivered for. The signature card shows the customers name and a signature. The delivery address section however does not show anything. Now the customer is claiming that it was not her signature. Has anyone else had a similar situation? What is the best course of action? I could send her the claim form, but U-Pic will most probably deny it because it shows a signature. The customer now will most likely initiate a chargeback, so I am at a loss now on what to do.

[MikeT3]

It depends on how you want to handle the issue but from what I see you have two ways of dealing with it.
You can either fight her on it so she issues a chargeback and then fight the chargeback (which with what you have shouldn't be too hard to do) and burn the customer.
OR
Swallow the loss and try to recover the customer for possible repeat service / positive word of mouth from her. (If you can recover the situation)

I've had instances happen on both sides of that fence so I know it's not easy, but it's really a rock and a hard place situation imo.

[Maximus1000]

I know it is definitely a hard situation because I really pride my business on excellent customer service. I know there are dishonest people out there, but the vast majority of the people I have served are nice and honest people. Anyone have any experience dealing with U-Pic (endicia insurance) for an insurance claim? I know they have a buyer affidavit form that I need the buyer to sign stating they didnt receive the package, but I am wondering if U-Pic will automatically deny it because there was a signature in the customers name?

[Maximus1000]

So the buyer now wants to get a refund because they claim that they wanted to give those products as a give to someone over the july 4th weekend. I told them that I will re-ship the products as soon as they send me back the buyer claim form claiming they didn't receive the product for the U-Pic/endicia insurance, but they want a refund now. I dont know that seems suspicious to me, but it seems like I have only two options:

1. Deny them anything. They file a chargeback notice and I show that there was a signature. Hopefully I will win, but then the customer may go and write a bad review about my site. And I dont think it looks good to have people initiate a chargeback.

2. Just refund them and move on. Lose $125. I hate it when I sense that the customer is trying to play a trick with me, but maybe its not worth it for $125

What do you guys think?

[dpd1]

If you make enough to be able to blow that much off, maybe just chalk it up. But I think any reasonable person would be willing to fill something out to document the loss. Either way, they're probably going to get away with it. Only you can tell what kind of person they are... If they seem like the nut-so type that will make you their project, maybe best to just forget it.

[HRoth]

I've not been in this situation for this much money, but a few times in the past a customer claimed non-receipt and I felt very suspicious. To me the gift on Fourth of July sounds like bull. So I would send another email asking for the form to be filled out and mentioning that buying something on the Internet without paying for it is a federal offense (wire fraud), not just petty theft. Twice I have mentioned this and the customer "found out" that in fact they DID receive the package (this was with a delivery confirmation, not signature). But I haven't had this issue for a long time, no evil eye. I have heard, though, of people signing other people's names for a delivery, esp. if the delivery person just pushes bells until he gets an answer because he wants to have the package out of his hair.

For myself, I would go with my gut. How mad do I feel? And is it worth my while to go after them or not? Will it bring me satisfaction if it brings me no money?

[jecasc]

I could send her the claim form, but U-Pic will most probably deny it because it shows a signature.

Don't assume things before you did not check. This is not an uncommon situation. We ship with DHL and our parcels are insured. In cases like this, DHL only requires a signed confirmation of the customer that he did not receive the parcel and then we receive the insurance money.

So check with the insurer and your parcel service what they require in cases like this - a written confirmation or a statuatory declaration by the customer. Then send him the form. If he did receive the parcel he most likely will back of, he will write you an email that his son received the order and did not tell him or such nonsense.

If he sends you the form, claim the insurance money.

If the insurer or the parcel service tell you they do not want to have anything to do with the matter, they have a signature and that's enough for them, send the customer a form like this we use:

Written Statement Under Penalty of Perjury

I certify under penalty of perjury that the following statement is true and correct:

Personal Information
Family Name: _________________________
First Name: _________________________
Address: _________________________
_________________________
_________________________
_________________________

2. Declaration
I hereby declare under penalty of perjury that until today I did not receive the DHL Parcel No.
11111, with my order from [date] from John Doe Enterprises.

Date, Signature


...

If they sign this you can then compare the signature. If it does not match, then assume they are telling the truth, send a replacement or return the money. Then go to the police and file an investigation enquiry. Because then someone must have forged the signature and stolen the parcel - most likely the driver from the parcel service. The police will then investigate.

That's at least how we do it and did in the past.

[Maximus1000]

Thanks for everyones great input in this matter. So I decided to issue a refund to the customer provided that they sign the declaration that they didn't receive the item which has the wording below. I am going to try to recover what I can through the endicia/upic insurance.

The submission of a false,
fictitious or fraudulent statement may result in imprisonment of up to 5 years and a fine of up to $10,000.00
(18 USC 1001). In addition, a civil penalty of up to $5,000.00, and an assessment of twice the amount
falsely claimed may be imposed (31 USC 3802).

WARNING: ANY FRAUDULENT CLAIMS WILL MAKE THE CONSIGNEE LIABLE
FOR ANY PROSECUTION FOR MAIL FRAUD UNDER FEDERAL CRIME CODE.

[digitalv]

For an apartment complex, sometimes the delivery people will leave it at the complex office. Usually UPS/USPS/FedEx can ask the driver and he'll remember where he left it.

When I suspect buyer fraud, one method I usually use to just call them and let them know we're going to file a police report and are calling to ask them if there is any chance that a family member might have signed for the purchase on your behalf, because if it turns out that someone other than you signed your name then that person is going to have fraud charges pressed against them. That we don't want your kid or your neighbor to end up facing charges over this, because once we file the report their local authorities are going to conduct an investigation. Then I tell them I'll hold off for 24 hours so you can check with anyone else living in the house and your neighbors to make sure that none of them signed for you while you were out.

So far this has worked every time. I get a call later the same day or the next day from the customer with an apology indicating someone else living there or a neighbor signed for them.