Situation: You received the return parcel from the customer, but the product was not inside.
What to do:
- Open a carrier investigation.
- If the customer provides credible evidence that the product was in the parcel when shipped (e.g. a personal affidavit and proof of shipment), you must offer a solution within 7 business days:
- 30-day withdrawal: full refund
- Warranty case: partial or full refund, or replacement device