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A customer ordered 6 custom made extra large widgets from our site.
We made the widgets to order and shipped the package in 24 hours as promised.
We got a call today from this customer claiming that 3 of the 6 widgets were missing from the package.
I happened to be the one that made and packed the widgets so I knew straight away it was a scam. I pulled the shipping records and checked the weight and it was right on for the 6 quantity. I told the customer to file an insurance claim by taking the package and contents to his Post Office so they could check it out.
He went ballistic at the suggestion and then began screaming on the phone.
There is no doubt in my mind that he has gotten away with tricks like this before and to end this mess I then told him to return the 3 he received and we would refund the whole amount.
Either way we went with this we were out the money or the work and products.
In 14,000+ orders this is a first for us.
My only suggestion is to ship through UPS and not the Postal Service. UPS will just pay the claim, the post office practically wants you to cut off your left arm before they will pay a dime. We filed a claim with the Postal Service for $14 a few months ago and they actually wanted me to have the customer type up a letter. Yeah right...
UPS has an insurance subsidery, it is separate from the company. They expect a certain amount of claims and they are usually very resonable. But, it does suck that the customer put in this position.
It must really suck to be him right now as he has just proved beyond any doubt that he tried to scam us.
I'll refund his whole purchase today with a big smile on my face as I'll bet he can't afford the products and tried to get them for free and has now admitted he was a toad.
I think the scammer was scared of the USPS and didn't have the money to afford 6 of the items.
We don't usually win a situation like this in ecommerce, the battle with a CC company was something I did not look forward to but I gathered evidence just in case. The guy blinked, I won and will happily refund his card:-)))
Thank you for returning the 6 widgets. We will refund your money asap, and to prevent future problems, we have reported your name AND ADDRESS to the U.S. Postal Inspector's Regional Office. We trust you will cooperate fully when they contact you.
And thanks for shopping at RamaScammersRUs"