Situation: The carrier tracking shows the product as successfully delivered, but the customer says they never received it.
What to do:
- Open a carrier investigation.
- You may ask the customer to provide:
- A personal affidavit
- A photocopy of their ID
- If identity theft is suspected: a criminal complaint
âšī¸ The customer is not legally obliged to provide these documents. Their refusal alone does not invalidate the claim.
đ° When to issue a refund: Once a credible claim has been established â 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.
â ī¸ refurbed reserves the right to initiate a Take Over in these situations.