I have a problem I don't know how to handle. I have a customer who ordered a widget on 11/29. It's a $400 widget, and I was having a blowout sale where I made only $10 on them. (Long story).
The item shipped on 12/2 and was delivered on 12/4. Delivery confirmation shows that.
The customer called to say he hadn't received the package. I asked him to ask friends, neighbors, family and the postman. The postman said he delivered it on 12/4. He remembers leaving the package.
My insurance company MAY pay for the widget, even though it was certainly delivered. But I can't be sure they will. They also require waiting 21 days from the date of delivery before a claim can be filed.
Meanwhile, the customer wants his widget. I told him about the wait, and he got upset and said that sucked. He just called and said he'd talked to his credit card company about doing a chargeback.
I'm trying to calm him down while trying to figure out what to do. If I send him a new one, and the insurance doesn't pay, that's losing the equivalent of 40 sales of these widgets. Sales are tight right now.
The item was delivered. I'm sure from a legal liability standpoint I'm on solid ground. At what point is the customer being unreasonable, though?
What would you do?
I only have until tomorrow afternoon to give this customer an answer.
Thanks for any replies.