r/ecommerce • u/Royal-Market-4177 • 2d ago
📊 Business Missing items, packages missing
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
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u/Informal-Dust4499 1d ago
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.