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>absolutely beyond a doubt
I'd still triple check, do you have a stock control system that will show if the item has been sent.
>sent by Priority Mail
I'm from the UK so don't know what that is but does it include insurance. If so you could ask the courier to investigate.
>telling her I know I packed both items
Are the packages weighed before dispatch? Maybe you could use this to "prove" that both items were sent.[If you don't weigh them you could always call their bluff, politely of course ;)]
Generally your reaction to problems like this can determine how successful your business will be. Hard as it may seem try not to get in to the mind set of assuming that every order could be dishonest, always give the customer the benefit of the doubt and even if you know that they are lying, don't let on until you have no choice.
Also have a peek at Tedster's recent post here [webmasterworld.com].
Fraud is always a problem when you sell over the internet. Here are a few things that I do and should help you.
-Always weigh your package before you ship it.Do not give any indication whats in the package. Have a label on your package stating that if you find any damage to the package to mention it to the delivery UPS guy and to mark on the delivery form, Exception-damaged package.
-I always ship via UPS ground and require an adult signature. If it is something really expensive you can request the receiver must have ID.UPS gound includes insurance up to $100USD.This way you can always verify delivery if some scum bag says they never received it.
-Always make a quick phone call to your customer when you have received an order just to verify the order. Install a call display on your phone for phone orders and log all numbers.For a few pennies you can save a lot of hastle by phoning for that quick check.
-If you are using a realtime transactions make sure it has address verification so the address and delivery info match.
-Only ship in the U.S. as address verification only works in U.S.
-Put a warning on your site and tell the people that you are logging their IP address and gathering info. In the case of fraud we will be able to track you down and will prosecute to the full extent of the law. Tell them if they want to commit fraud they should go to a different web site because if you try it here we will make your life a living hell.
Works for me and I have never had one fraudulent purchase and I have been selling over one year.
I'm glad you decided not to fight with the customer on this. There is a second rule:
1) The customer is always right
2) When you know the customer is wrong, refer to Rule Number One
I tripled business for three different brick and mortar companies with this kind of policy. And I know it hurts, especially in that moment when you just KNOW you're being ripped off.
And you will get ripped off. I suggest you get used to it, factor it into your costs, and then give it no more concern. Don't let it make you drive away even one customer -- that's a loss you cannot afford.
In eCommerce we've got to keep our eye on the ball -- and the ball is a successful business, not policing customer morals.
The rest of the decisions you face will no doubt be a learning curve, and a lot of it will be idiosyncratic to your particular situation. Insurance may add too much to your costs. Or maybe insurance costs will be cheaper than covering uninsured losses. Packaging changes might make more sense and be cheaper than insurance.
One way or another, losses and loss prevention need to be factored it in as an ordinary cost of business. Good luck with it all.
joined:June 21, 2000
1) I have stopped drop shipments
2) If AVS (Address verification) does not match I call the customers bank and let them verify with a call to the customer. I then have to call the customers bank back, but this has weeded out some fraud so I feel it is worth it.