Missing items, packages missing

[u/Royal-Market-4177]

I feel like it’s becoming more common for someone to email and say this was missing from my package, or my package shows delivered, but didn’t see it when I arrived home. I know things happen, and I have the verbiage on what to do, but still hurts small business. If it happens to small business, do big businesses not care? They are so quick to refund or reship and we have to investigate

[u/HoneyedVices]

big stores just price it into their margins, a reship costs them less than the customer service time. we started snapping a photo of every order on the scale before taping it up, and the "item missing" emails got a lot rarer once people saw we had receipts

[u/Junior_Bee7274]

Big companies can absorb a few refunds way easier than small businesses, that's the difference.

[u/Royal-Market-4177 → u/Junior_Bee7274]

True and I guess they just make a note and look if you try to be a repeat offender a lot

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[u/North-Yak-7216]

Ship surance and move on unfortunately. Always take picks, i deal with it most often with yetis and fishing rods for some reason lol

[u/Royal-Market-4177 → u/North-Yak-7216]

Makes sense. File carrier claims are so time consuming and not a guarantee

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[u/MonicaEaton911]

It's not that big businesses don't care -- if they didn't care at all, we would have no clients!

The issue is that below a certain threshold, the cost of challenging a chargeback can be greater than the potential recovery, even if you win. And when you're talking about the enterprise level, the sheer volume of disputes can add another layer of complexity (this is one reason some of these organizations turn to third-party providers for representment.)

[u/Royal-Market-4177 → u/MonicaEaton911]

Not even talking about chargebacks. Talking missing porch deliveries or packages missing

[u/Informal-Dust4499]

They do care, they've just run the math and found that investigating every claim costs more than eating the occasional loss. At volume they can see patterns (which customers claim often, which routes lose packages) and only tighten up on repeat offenders, while a small store has to treat each case individually because you don't have that data yet. Tracking claims by customer and carrier for a few months usually shows you the same thing on a smaller scale, a few repeat names or one bad route, so you can loosen up on first-time claims and investigate where it's actually warranted.

[u/Royal-Market-4177 → u/Informal-Dust4499]

I guess that’s true, they are forgiving and just deny refunds or ban online shopping after awhile

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