📭 Scenario 2 — Product Not Received After Confirmed Delivery

Situation: The carrier tracking shows the product as successfully delivered, but the customer says they never received it.

What to do:

1. Open a carrier investigation.
2. You may ask the customer to provide:
   • A personal affidavit
   • A photocopy of their ID
   • If identity theft is suspected: a criminal complaint

ℹ️ The customer is not legally obliged to provide these documents. Their refusal alone does not invalidate the claim.

💰 When to issue a refund: Once a credible claim has been established — for example:

• The investigation confirms delivery did not take place
• The customer provides a signed personal affidavit
• No signature release was given by the carrier
• The proof of delivery is unsigned or the signature is not credibly legitimate

Issue the refund within 5 business days of establishing credibility.

⚠️ refurbed reserves the right to initiate a Take Over in these situations.