Lancecham
New Member
Here is the situation:
I shipped a cham on Monday. I followed up with my customer on Tuesday morning. He stated there was no cham in the box. He stated the heat pack and shredded newspaper were inside the box, but no cham.
The cham was secured inside a snake bag. The customer states there was no snake bag in the box.
The box was not damaged in any way.
I am 100% positive I put the cham in the box. I remember it distinctly. I doubled checked and the cham was not in any of my cages. I know I shipped it. Again, I am 100% postive I put it in the box.
The customer picked the box up at a FedEx hub.
SO where did the cham go?
The only options are that the customer is not telling the truth. Or it was taken from the box by a FedEx employee during the shipping process. I personally dropped it off at the same location that I ship most of my chams from(FedEX hub). The customer states the box my have been tampered with and the bottom of the box may have been opened up and then resealed. From what I can see in the picture of the box, it does not appear that the box was tampered with, but it is hard to tell from the pics.
You can imagine how I feel. To make matters worse, the customer is not being too cooperative. I told him Tuesday morning that I would check my inventory when I got home in the evening. Less than a hour later, has filed a claim with paypal which I was able to get resolved then he appealed it.
The insurance does not cover this situation. I have been communication via emails letting my customer know what I am doing to resolve the situation.
I am not writing this to bash anyone, but rather, I would like to get people's opinion on is how this should be eventually resolved. Do I just return his money, do I give him a partial refund, no refund? or what?
What do you think is fair?
I shipped a cham on Monday. I followed up with my customer on Tuesday morning. He stated there was no cham in the box. He stated the heat pack and shredded newspaper were inside the box, but no cham.
The cham was secured inside a snake bag. The customer states there was no snake bag in the box.
The box was not damaged in any way.
I am 100% positive I put the cham in the box. I remember it distinctly. I doubled checked and the cham was not in any of my cages. I know I shipped it. Again, I am 100% postive I put it in the box.
The customer picked the box up at a FedEx hub.
SO where did the cham go?
The only options are that the customer is not telling the truth. Or it was taken from the box by a FedEx employee during the shipping process. I personally dropped it off at the same location that I ship most of my chams from(FedEX hub). The customer states the box my have been tampered with and the bottom of the box may have been opened up and then resealed. From what I can see in the picture of the box, it does not appear that the box was tampered with, but it is hard to tell from the pics.
You can imagine how I feel. To make matters worse, the customer is not being too cooperative. I told him Tuesday morning that I would check my inventory when I got home in the evening. Less than a hour later, has filed a claim with paypal which I was able to get resolved then he appealed it.
The insurance does not cover this situation. I have been communication via emails letting my customer know what I am doing to resolve the situation.
I am not writing this to bash anyone, but rather, I would like to get people's opinion on is how this should be eventually resolved. Do I just return his money, do I give him a partial refund, no refund? or what?
What do you think is fair?
