Returns and Refunds Playbook

Case decision

Classification: Not delivered (carrier shows delivered, customer says not received). It is not a return, so the 30-day unworn-item rule doesn't apply. Your lost-parcel policy does: investigate with the carrier, then refund or reshipped.

Facts so far

• Order value is 89.00, ordered 12 days ago, marked delivered 9 days ago.
• The customer has one earlier order that arrived late. That is the only prior issue on record.
• The customer says this is the second time. The first case was a delay, not a loss, so it isn't the same problem. Don't argue the point in your reply, but don't agree with it either.
• They threaten a bank dispute if they don't get a full refund immediately.

Unknown (check before replying)

• The carrier's delivery details: scan time, GPS location, photo or signature, and whether it went to a pick-up point or safe place.
• Whether the shipping address matches the customer's address exactly.
• Whether the customer has contacted the carrier or checked with neighbors or household members.
• Your carrier's deadline for filing a claim.
• Stock of the jacket, if you reship.

Recommendation

1. Reply today and open the carrier inquiry now. Don't make the customer wait on the carrier's result if you can resolve it yourself.
2. Ask only for what you need: check neighbors, building reception or a pick-up point, and confirm the address.
3. Give a firm timeline, for example a decision within 3 business days of their reply.
4. If the parcel isn't found, offer them a choice of a full refund to the original payment method or a reshipment. The amount is small, and a refund is likely cheaper than a chargeback.
5. The refund or reshipment decision is yours. Because the customer is already unhappy, I'd lean toward resolving it quickly, even before the carrier finishes, if the delivery proof is weak.
6. Don't tell them to withdraw or not file a dispute. If they file one anyway, respond to it with the evidence your payment provider asks for: the order record, tracking and delivery proof, this message history and your policy.

Escalate to a human or adviser if: the delivery proof strongly shows it reached the right address, or the customer has repeated non-delivery claims. Check local consumer rules and your payment provider's dispute deadlines, since I can't confirm what applies in your country.

Reply draft

Subject: Your jacket order – we're sorting this out

Hi [Name],

I'm sorry your jacket hasn't reached you, and I understand why you're frustrated. I've looked at your order, and the tracking shows it as delivered on [date], so I've opened an investigation with [carrier] today.

To help us move quickly, could you please:

1. Check with neighbors, anyone else at your address, or building reception, and look around for a safe place or pick-up point where it may have been left.
2. Confirm that this is the right delivery address: [address, masked].

Please reply by [date]. If the jacket can't be found, I'll offer you the choice of a full refund of 89.00 to your original payment method or a replacement sent to you. I'll confirm the decision within [3] business days of hearing from you.

Thank you for your patience. We want to put this right.

Kind regards,
[Your name], [Store name]

If you've already decided to refund right away, replace the middle paragraph with: "I've started your full refund of 89.00 to your original payment method. It should reach you within [timeframe]." Only say this if you've approved it.

Internal actions

• Open the carrier inquiry or claim and note the deadline. Save the tracking history and delivery proof.
• Log the case with the reason code "marked delivered, not received."
• Don't restock or write off anything until the outcome is known.
• If you reship, flag the order for tracking with a signature or pick-up point, if possible.
• Record who approved the remedy.
• If a dispute is filed, collect evidence and answer within the provider's deadline.

Return analysis

One case isn't a pattern. But if "delivered, not received" or late delivery keeps appearing with the same carrier or region, consider changing the carrier, adding signature or photo confirmation on higher-value orders, or setting a more realistic delivery promise.