Possible fraud: the client "got an empty box"

[miwelo]

Hello,

I recently received an online order and I shipped it timely. Over 15 days after the delivery date, the client contacted me to say that the parcel was delivered to her neighbor and that it was empty when she got it from the neighbor (she sent a picture in which the box was obviously damaged).

This order got stuck in fraud check but it passed, although it looks definitely like a fraud (the fraud checking was external to Shopify). What can I do in this situation? I would prefer not to ship this again or give a refund as long as DHL Express states that the order was correctly delivered.

Other info:

• My return period is 15 days and she failed to notify in that period.
• The order amount is just over 200€.
• This happened with a French order.

[Beacon-Jason]

Hi @miwelo 

There is really no correct way to resolve this issue and it's really up to you to decide what to do with each case.

I don't know how french laws work, but you can possible tell the customer to file a police report for stolen property. Once the report is filled, then you know they might be telling the truth so that maybe you can re-send the item?

Refunding would also be a good option because you do not want a chargeback opened up against your business by the customer. Having a chargeback opened up will cost you more than the original amount loss since there are additional fees involved.

I hope this helps!