Dispute: To Refund or Not to Refund

[adeleh1]

Hi All, 

We have a customer who wants to be refunded her purchase because she says she did not receive the package. The item was tracked and we show a confirmed delivery. I asked her to speak with the post office and her delivery person first to investigate, which she was disinclined to do because "it's a waste of time." Obviously, for the PR it's better to just refund her but we are a small fair trade company and unlike Amazon, a policy of blindly refunding people is expensive. Curious to know what other policies/solutions are out there with your business.

Thanks!

[kernowlass]

@adeleh1 

If every buyer won a dispute for non receipt even if tracking showed delivery then sending trackable would be a waste of time.

If item shows as delivered but buyer is saying not then you may well win the dispute BUT could offer to assist the buyer in filing a claim against their delivery agent.