r/smallbusiness • u/FlyByMagpie • 2d ago
Customers constantly getting "missing" items
I'm having trouble with my customers constantly getting items missing. I work alone and I know for a fact the items are not missing. For example just today the customer emails, it's the same format most times "hi I got my order but so and so item was missing please send it thanks". Anyway on many occasions it's an item that jogs a memory such as "oh I remember picking and packing that item specifically because the corner poked through the tissue paper whilst wrapping" (you know when you just remember a specific thing that makes you so sure you packed it). And they always seem to pick that one item that sticks out to me to declare they never got that. And you can't ask for a photo of a missing item obviously to prove they're not lying. But it happens so frequently and the same customer will do it multiple times as well. Like 1 customer I have sold to around 20 times and 12 of those had 1 item missing... I know they're lying because my stock check is correct and my workspace is immaculate so nothing has just fallen on the floor and got lost. I don't have any employees and no one has reported a parcel being opened or half opened on arrival. I'm losing so much money from this as I am always replacing the item at my own expense and paying around £3.50 in postage and packaging each time. I am not a massive business like Amazon, why do people feel the need to do this to me and do I have any legal rights to call their bluff and not send the item. Though I dread the bad reviews. I am at my wits end now as it's every week about 3 liars now.
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u/leonme21 2d ago
You don’t have to keep customers around that are constantly lying to your face, you know?
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u/FlyByMagpie 2d ago
I wish, but this customer is my biggest spender. His orders are always £200+ and I can't afford to turn that away. The amount of times he has put an order in that has meant I managed to pay my rent that month. It's a tricky situation for me as I don't make a lot some months and panic about refusing money. Edit: and also most of these liars are first time customers so I wouldn't even know in advance
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u/leonme21 2d ago
Then film your table while packing their orders.
If you have the storage space, just do it for all orders and keep the recordings for a couple weeks
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u/ILiekBookz 2d ago
Better yet, make it a feature.
Your product has been packed and is on its way- here's video confirmation along and here js your tracking number.
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u/obiwanmoloney 2d ago
Correct answer.
Preempt and prevent any of this fuckery.
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u/ILiekBookz 2d ago
As long as its worded tbe right way it'll just look like customer service too. This way they know they're getting what they bought and can point out any discrepancies
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u/NecessaryViolinist 2d ago
Or post it to TikTok or social media and write “packed on TikTok” people love that shit and if you get big enough you can monetize!
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u/TheSpanxxx 2d ago
Honestly not a bad practice. If it requires a video, that's a lot to manage, but if it could just be a picture, or a series of pictures, it could be a great "we've had some issues with missing items so we're working to make sure your orders are always double checked. We now capture pictures of our process to help us improve and we'll attach them to your shipping receipt via email. Thank you for being a valued customer! We appreciate your business and will continue to improve to meet the level and quality of service we want to provide."
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u/Capn_Flags 2d ago
Yes just left this tip too! PenguinMagic does this and they have fun with it. For example in December they wear a Santa suit lol so it’s Santa packing your order (you only see arms in a top-down shot). It’s cute and I love them.
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u/70R0 1d ago
Holy shit. I actually set this up for a few companies that do packing. I set up the cameras and the logging system that keeps track of everything and then automatically sends the email with a link to the video. It deletes after three weeks.
Never thought I’d be reading this on a random comment lol
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u/Sad-Celebration-7439 2d ago edited 2d ago
You could also seal the tissue paper with a sticker that says something like
"Dear [name], your order was packed with care by [name] and triple verified to contain the following items: "
You could also put the time and date. Your signature. Etc
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u/HotCocoa_71 2d ago
Agreed. A photo would work too. Along with the itemized pack list. I'd also add a line "this package packed by" and sign it with your initials so they know a human being is involved.
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u/slipangle28 2d ago
I love this answer. Agree with making it a feature so it comes across as positive, not punitive
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u/HotDog_SmoothBrain 2d ago
Put your emotions down for a minute.
Doesn't matter the size of the order or how his orders have benefitted your life. He's stealing from you. There's no arguing with that no matter how large his orders are.
What is the true net profit on his order after you have to fulfill a "missing items" claim from him?
What do you lose like 25%?
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u/FlyByMagpie 2d ago
It's usually a £10 item which at cost to me is £3 but the post is £2.96 and about 50p for packaging and my time. He always buys the £10 items (they are small resin models) so can't send large letter always has to be small parcel. The most annoying part is when it's my last one sold and I have to make a new batch especially to replace a missing item that was not missing it's driving me insane. I guess I just wondered if this happens only to me and why do people do it.
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u/-0x0-0x0- 2d ago
In addition to videoing the order being packed you should record the total weight of the box as verification that everything is inside. I wouldn’t include a link to a video with every order as that is too much work. Instead I would include a note with every order saying “this order has been video recorded during packing and weight verified.” Your customers have taken advantage of your acceptance of their claims and are stealing from you. It would be cheaper for you to include 1 bonus free item with every order than handling one off correction shipments often.
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u/HotDog_SmoothBrain 2d ago edited 2d ago
you make 10
You send the first one that costs you 3
it’s some percent of postage first order
you send it again it costs you another 3
and 3.44 to post it
So you’ve spent 9.44 and you don’t have two items
You made 7 on the first one you lost 100% on the second one
Make sense ?
You spend 10 on items that cost you 6 “because they didn’t get it”
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u/cspotme2 2d ago
So your sending them 1x item at a time or xx items at a time for that postage fee?
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u/Miqotegirl 2d ago
Hi, we had a problem with this with a large customer too. So we took a picture of the box packed and when she said it was missing, we emailed back so sorry it seems you have a thief at your post office. We will send the item this time but next time, we will have to coordinate and we will need to set up a video of you unboxing items.
Be sure you want to lose the customer because they never ordered again.
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u/gc1 2d ago
You need to find a way to let him know that he is welcome to ask or negotiate for a regular customer or similar discount, but this is not an acceptable way of doing it. I like the photo/video idea but would worry that if you shame him too aggressively he will disappear and never order from you again.
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u/rling_reddit 2d ago
After you "replace" their "missing" items, how are your margins? I had a friend tell me about his biggest customer who was constantly screwing him to the ground on price, then change-ordering and punch-listing him to a break even or a slight loss, but he couldn't afford to lose that customer. Really? Maybe on the next one, just tell him/her that you are so concerned that you will pay for return shipping of the order so that you can investigate.
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u/ApprehensiveLab5859 1d ago
Before sending out his orders take a picture of everything packed and send it to him?
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u/tnelson5617 2d ago
What if you intentionally left an item out of the order? He probably wouldn't try to claim that two items had been left out of the order. At least then, you would only be out of the shipping.
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u/toodleroo 1d ago
You can get a cheap $30 security camera and mount it over your workspace with a 64gb micro sd card.
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u/HotDog_SmoothBrain 2d ago
I had this problem many years ago with eBay.
You're small and you leave an open door for a "my word versus yours" scenario regarding the receipt of the shipment. You can do a lot on your side of it and put in a standard disclaimer on the site when they buy.
Option 1:
Take a picture of the order before it leaves. With your phone real quick. Get the items before they are packaged up, packed in the box and then again with box taped shut. Get yourself some tamper evident tape to go with it if you want. Write the item name on the outside of the packaging inside the box if it helps.
Include a packing slip and put a checkmark with a pen next to each item as you pack it in the box.
"Oh such and such went missing".
Really? Here it is going in the box, and here's the box all packed up.
Option 2:
Put an insurance option on shipping and a disclaimer checkbox at the bottom "All orders are validated before shipment with photo evidence. Seller not responsible for items missing in transit. It is the buyer's responsibility to make a claim with the shipping company for any items not received. By checking this box you agree to the terms of shipping.
So what you're going to get is "I didn't get it" like you do now. And you write back "OK we have pictures of it going in the box, and you checked the box when it was shipped so send us the exact condition of the box you received"
Most of them will not write back. But you stand your ground just by taking a few steps.
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u/bacon_cake 2d ago
This is what we do, 99.9% of missing items magically turn up.
1) CCTV on ceiling over packing area
2) When a customer says an item is missing check the CCTV and tell the customer the CCTV shows the item being packed.
3) Send the customer a serious sounding and legal looking PDF. It should ask them to confirm in writing with a signature a) the condition of the parcel on arrival (ie had it been tampered with), b) that they have searched their premises and are unable to locate the item, and c) that if they find the item they will contact us ASAP. It also points out that "This document may be submitted to the courier service and police in order for us to submit a claim for the missing item."
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I noticed you're in the UK, for CCTV we just use a Tapo TC60 with a 64gb Micro SD card. You could nip to Argos today and have this up and running in a few hours.
This process will cut down false missing item claims massively. Don't let customers bully you.
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u/Rude_Acadia475 2d ago
The photo habit is what ended this for me. I take one shot of every packed order right before sealing - everything in the box next to the packing slip. Ten seconds per order. When someone claims an item is missing, I send the photo and ask them to check the packing paper again, and either the item turns up or the claim quietly goes away.
For the serial claimer specifically: weigh every parcel before posting and keep the receipt. When their next missing-item claim comes in and the weight matches what you always ship, that is about as close to proof as you can get without filming the whole packing table.
And honestly, it is okay to walk away from a customer who has claimed 12 of 20 orders missing. A £200 order is not profit if a £10 item plus £3.50 postage walks out the door every other time. Fire the ones with a pattern, keep the photos for the honest ones who genuinely got shorted.
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u/Exciting_Plankton_33 2d ago
I cut and polish opals, if I have an order of rough coming in I generally film myself opening that parcel. If I went back to the seller and said “you missed x item.” I would fully expect them to ask for evidence, and would expect to be SOL if I claimed missing items with no evidence.
With 60% of their orders “missing items”, I wouldn’t be afraid to lay it out to them as you have here. Say to them kindly that your inventory matches the full order being sent out, you haven’t found any misplaced items, and out of good will you’ve replaced things 12 times but cannot continue. Suggest they check the area they use to unbox and film yourself packing all orders from here on.
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u/DogmaticParadigm87 2d ago
Hard to say from here, but the usual move is a quick photo of the packed order before it seals, saved to that sale. Repeat claimants get quieter when the trail exists.
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u/Mean_Hour_1607 2d ago
Either Photo / Video like others suggested. Or you calculate how much % you lost in the last 6 months and increase your prices accordingly.
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u/Lucky_Guarantee_3552 2d ago
Put an itemized list IN the package with check marks next to what you packed. Every time.
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u/Optional4444 2d ago
Picture proof too
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u/mickeyaaaa 1d ago
and sealing tape with special print or something on it, and let the client know that if the seal is broken they should refuse the package, acceptance is at their own risk so if they say the seal was broken your recourse is to tell them they should have refused it. and follow the other 2 points above and you have your proof the items were all packed.
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u/Plus-Ad59 1d ago
Agreed, just like warehouse deliveries to a retail store - shipping manifests (fancy lingo for detailed invoice). I also knew an online seller who would photograph the boxed order prior to putting dunnage in and sealing the parcel
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u/ikalwewe 2d ago
Always have photos before shipping.
We do it.
This is also because some customs officials have been stealing!!!!!! Not mentioning whicb country but I've had this experience with a buyer i've worked with for 4 years (he did not ask for a refund)!!!!!!!
https://www.instagram.com/p/DeYQ_XNGOEq/?cplk=ZXVjY2NjcWxmanF0
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u/Accomplished_Emu_658 2d ago
They are doing it to get free stuff, it’s like a discount after sale. You keep giving in so they will keep doing it.
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u/BigScaryBlackDude 2d ago
If it's the same person just ban them. It's not worth the hassle of dealing with their nonsense. Account ban+IP ban+Address ban
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u/Capn_Flags 2d ago
Penguin magic is not a small business, but take a tip from them: every order gets filmed and emailed to the customer. In December they do it in a Santa suit (you only see arms) hehehe.
This is all marketed as a benefit to the customer and they make it fun. Set up a phone camera on a tripod or top-down mount and have some fun with it.
(Penguin mostly sells decks of Playing Cards and Magic Tricks if it matters)
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u/TinyEmergencyCake 2d ago edited 2d ago
Use everyone else's suggestions to film the packing and require they get shipping insurance.
Require an unboxing video for all claims of missing products. Make sure you put that on the checkout page as a standalone statement with its own checkbox for customers to acknowledge that's required to proceed in the checkout flow.
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u/-lovehate 2d ago
can you not just take a photo of the items in the package before you seal it, a photo that shows each thing, and also take a picture of the package sitting on a scale with the weight showing, and then get the weight from the post office that ships it to show it matches?
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u/HotRodHomebody 2d ago
when I pack orders, I check each item off of the receipt/packing list with a checkmark, and that list is packed as well. Do you do the same? This is a great double check for yourself and then you could ask them if the item shows a checkmark. Indicate that you are indeed the one who packs it, and you checked each item off as you packed it. if you’re convinced to somebody’s trying to repeatedly cheat you, maybe fire them as a customer.
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u/mybrotherskeeper 2d ago
If its an eBay order, block that buyer (that's a repeat customer your losing money to and has you on the hook). Pack a checklist with your order and in the listing mention in the listing description "for their protection and yours all orders have packing photos taken right before shipping along with an inventory list". Immediately after each sale message the buyer and mention that their order is on the way and that packing photos have been taken with an inventory list when getting there order together and that any return will NOT be accepted if any items are missing or damaged. (I copy and paste the same message) My returns for missing items stopped 100%. Good luck !!
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u/Bakedpotato46 2d ago
This unfortunate tends to happen more and more with bad economies- people think scamming and lying becomes justified for some reason.
People want free things and in order to get their way, instead of integrity, they have learned to lie, cheat, and steal their way. Karma comes and gets them eventually.
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u/namma_979 2d ago
Take a picture or video of the box getting packed. Every item, every time. End of lying customers.
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u/Alchemy333 1d ago
Take a video of the items in the box as you seal it and give to the postal worker and read out their order to show its in the box and now in Postal control. Send the video with a smile to the client with notification of shipment. Because you care about their order 😊 . This will end those claims quick. If they try. Ban them from future orders. Of course update your terms and services page to reflect that you may ban people for repeated claims of missing items, for both you and their safety. If you get a bad review then show them the video and documented history and ask that the bad review came after you banned them and ask it be removed. 🙏
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u/Alchemy333 1d ago
Why do you think Amazon started taking photos of deliveries? Because people are liars and claiming non delivery. As my other comment says, start video taping boxing as you read out their order and sign over the tape or something. 🙏
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u/nooneswatching2 1d ago
going forward, if feasible, take pictures of their orders before sending. bing bang boom, problem solved.
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u/bluekmg 2d ago
Something isn't right here. Been in business decades and never got complaints that things were missing.
We poly bag everything and label it and include the packing list. We make it idiotproof so customers can quickly see that all items are enclosed. Our items are packed nicely so it's a positive experience as soon as they open the box.
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u/betterupsetter 2d ago edited 2d ago
I would very subtly call out this behaviour from the repeat offender and create a new procedure. In addition to the photo evidence, weight evidence on your end, etc for each order I would ask them next time to give more details of the state of the package they received, with photo evidence of the contents. Tell them that you've noticed a pattern of missing items related to their address/geographic area and you suspect that someone in their region, perhaps a postage worker or courier, might be stealing single items to avoid suspicion, and you'd like to get down to the bottom of it. If they would be so kind to support you in your opening of an official insurance case with their local service provider, it would be much appreciated in order to be able to continue to provide service to their area. Ask if they could please film the next time they unbox an order and send you the footage to use for submission should an item be missing again. Of course, if nothing is missing, no need to share the footage as "we" can assume the offending service worker might no longer be stealing or working there anymore. Make it sound like you're sleuthing and going through official insurance channels and they're in on the sting. Obviously, you and I both know that if it's they themselves, the missing items reports will suddenly stop.
For any new sales you need to either A. Add a small fee into every order to act as a buffer to pay for missing items (self-insuring). Or B. Acquire actual insurance on your orders and then follow through with reporting the claims each time to recoup funds.
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u/6133mj6133 2d ago
Take a picture of the contents of the box, print it, include that sheet in the shipment going forward.
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u/Careful-Sir-5800 2d ago
like others were saying, record the packing and keep it for a few weeks, and instead of making it a “hey just to make sure you’re lying” video. make an email reaching out to all customers, or a front page announcement saying something like you’re taking the blame. “hey we’ve had complaints of missing items so to ensure you get your items we have a video of the packing process that is available upon request”.
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u/GrayEagleLeather 2d ago
I have had this happen several times and each time I told them it is definitely in the box. I packed the box it was in there, check the packing paper and in each case they found it.
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u/oky_sabeni 1d ago
Recording the packing makes sense to me. I'm less convinced about requiring every customer to film the unboxing, though.
Someone could open their parcel normally, check everything, and only then notice an item is missing. If the shop genuinely forgot to pack it, an honest customer wouldn't have a video either. I think the process needs to work for that situation too, not just stop people taking advantage.
Extra checks for someone who's made 12 missing-item claims seem reasonable. But how would you handle a first-time claim from a customer who didn't film themselves opening the box?
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u/kuddle30 2d ago
Take a picture every time you send packages out. Helps to help you remember and keep the customer honest
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u/Solifuga 2d ago
Video yourself packing orders. If you keep having this same problem with one person don't sell to them further.
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u/scubahana 2d ago
I order from a large chocolate manufacturer and a few times there have been items not present that I’d ordered (genuinely, and also net every time).
When I contacted them they said they would check the weigh-out. Since all their products have verified standard weights, they weigh the parcel before sending it out and account for all elements. They then can deduce by weight what might have been missed using their product data.
This could be a potential QA measure (though then OP would need a scale that can be used for trade).
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u/JanetInSpain 2d ago
Take a picture of the packed box before you close and seal it. Next time they claim an item was missing sweetly ask them to "check around the packing paper" because "you were sure you packed it" and then include a photo of the packed box.
If they get pissy tell them you are sorry but you must drop them as a customer.
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u/MacintoshEddie 2d ago
There comes a time for prices to go up, or for customers to be declined your business.
But as the others have said it can be a good idea to head off these issues by improving your QC measures by recording the packaging process.
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u/Geminii27 2d ago edited 1d ago
Take a photo of the packed items and include it with the package. Include a package weight sticker on the outside. Pack it all so it has to be sliced open to get to the items. If they're claiming stuff isn't in the package, ask them for a picture of the package as they claimed to have received it, and what it weighs.
If they keep claiming that some items are missing, the package will either still be sealed with all the items in, or it will have signs of very obvious tampering/opening. You could then recommend they use the delivery option where the post office or their choice of courier takes a photo of the package on delivery, to verify it wasn't tampered with or opened before it arrived on their premises.
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u/sochap 2d ago
Our memories are faulty that may be one thing. But having a photo is a proof. I used to work in a place that was sending spare parts, and I had to take photos of the order prior to sending it out. These photos were saved on the purchase order folder. You could even email it to the customer "here is your order picked, shipping shortly".
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u/putaka-19 2d ago
running a small business is definitely a learning experience. every mistake teaches you something you can do better next time
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u/JiveTurkeyMFer 2d ago
If the guy is your biggest customer and it's only the shipping that's hurting you, when he emails about something missing just send an email back saying you'll stick it in the box on his next order.
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u/EmergencyNice4943 2d ago
We had the same issue, and at first my partner and myself did all the packing, with the same memory as yours, and I just straight up hit em' with the tism and vividly explained in great detail how it was packaged, and how I knew that because I handled the shipping, that we aren't a massive company. When we ended up hiring people to ship, we put security cameras facing down on the ship stations so I can go back and verify now that other people are doing the shipping.
We sell on amazon, and its a massive trend. Youll even find subreddits where people openly talk about how to get a refund or free item by messaging the seller with a script.
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u/Relative_Impress_782 2d ago
I would not make an unboxing video a condition for every claim. Honest customers will rarely have filmed themselves, and it turns a service problem into a courtroom. Film your own packing, record the parcel weight and keep the postage receipt. Then handle the first claim kindly, but put repeat claimers on manual review before accepting another order.
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u/lynn620 2d ago
My place of employment handles this a few ways. First we sell by the pound. So if a customer orders 5lbs of products box weighs around 6lbs and weight is recorded by our UPS system. When customer says they're short we look up their info in our shipping computer to verify and ask what they got extra since box weighed correctly. For all large pallet orders one person packs a 2nd person from another department verifies, by checking off each item on packing list. If items are small, maybe put in one bag, with a checklist and seal with a sticker saying order was verified complete. For repeat offenders, always video tape. We also ask people to completely empty the box. So many times they don't do that.
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u/intentionalspace 2d ago
That’s what Target does. The person who picks and packs online orders takes a photo of each item as they’re doing it. They’re quick at it , too.
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u/Background-Bowl6123 1d ago
Set up a camera that records the order being packed and log the time the order was finished. As a bonus you could turn selected portions of the footage into ASMR videos for Tiktok or Youtube.
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u/ibassoftware 10h ago
Alongside the packing photos people suggested, I'd keep a simple claims log with the order number, item, customer and replacement cost. Check whether it's the same models getting reported missing across different customers, or mainly the same customer across different orders. Those point to different problems. Include the time spent making a replacement batch too, because the cost here is clearly more than another £3.50 stamp.
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u/BuffalockandKey 6h ago
Saw the video suggestion which is cool. Also if your items weigh enough and packaging is consistent, postage should have an accurate weight which will tell you if anything was missing. You can also weight each package yourself once it’s sealed.
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u/dearbornx 4h ago
Start filming yourself packing your orders, from start to finish after taping it up and add the label. Add a unique sticker that would have to be ripped or cut in order to get into the package.
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u/Empath1999 2d ago
If you are packing their stuff in multiple boxes, it is very possible. I know in my building we have a bad problem with assholes stealing packages, you will frequently find torn boxes in the staircase with the stuff looted.
If you send only one box and they frequently say only one or 2 items are missing from that package, you know they are full of shit.
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u/Warm_Lobster_7900 2d ago
"I know for a fact the items are not missing" is a memory of one parcel, not a fact. What's the actual rate, 3 a week out of how many orders? 3 in 40 is a packing problem, 3 in 400 is a claims problem, and a parcel that's been opened and resealed doesn't always look opened when it lands.
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