There was a thread a few days ago from SimplySublimeBaby with the same problem. The thread was titled:
Customer says she didn't get it. USPS says she did. Who's responsible?
Here was my response from that thread:
I had this happen with an order of multiple jewelry items for a wedding. I sent it USPS Priority with delivery confirmation. Tracking showed it had been delivered, but the customer said she did not receive it.
I spoke with my local post office, and they said one of two things could have happened:
1) The mailman delivered it to the wrong address (I know this happens, as I occasionally get mail for a neighbor).
2) The package was stolen after it was delivered.
I was also told that insurance would not have helped in this situation, since the package was "delivered" by the mailman.
I asked the customer to go to her local post office IN PERSON with the delivery confirmation number. The post office could then try to contact her normal mailman to see if he remembered the package.
Of course the bride-to-be was really upset, but she was very gracious. She understood this was not my fault, but needed jewelry for her bridesmaids. She offered to make a partial payment for replacement pieces (she could not afford another full purchase).
This was my first problem like this, and I was torn: I knew that I had not done anything wrong, and was not responsible. But, she did not do anything wrong either, and I did not want to ruin her wedding. If I had sent replacements for free, I would have taken a small overall loss.
I asked her to wait a few days, and continue to follow-up with her post office. During that time, I re-ordered the items needed for her necklaces.
One week later, she let me know the box was left outside her door. My guess is that the mailman delivered the box to the wrong house. Either the person who got the box dropped it back in the mail, or the mailman tracked it down.
I think it is definitely important for the customer to go and talk with someone at the post office directly. She should ask to speak with her mailman, or ask that they contact her mailman. She also needs to say she will be back to follow-up, or try to catch her mailman in person.
Now, I require signature confirmation on purchases over a certain amount. I would not offer a refund, but depending on the circumstances, would send a replacement.
Since then, I have had two people inquire about packages that they did not receive, but were delivered. In both cases, a family member got the mail and set the package aside, and the customer did not know it was there (they found it later).
Best wishes,
- Karen
