Situation: The tracking link shows no delivery and no updates, or the product was never shipped out successfully.
What to do:
- Open a carrier investigation.
- Offer the customer a full refund.
- If tracking shows no updates for 5 or more business days, initiate the refund regardless of the investigation outcome.
🔄 Special case — customer refused delivery: If the customer refused the delivery and this is documented in the carrier's tracking, issue a refund within 5 business days.