A customer emailed to ask where their stuff is and I checked the tracking number. It was reported as 'delivered and received' over 2 weeks ago. But the customer has NOT received the box nor any 'we tried to deliver' message.
The item in question is a physical piece of 3D art. I cannot just 'print off' another copy to send. I would have to totally remake it. Which of course takes time and materials out of my pocket. Yet right now I have the money from the lost item plus photos in my gallery, and the customer has nothing. That doesn't seem terribly fair either :/
Gong on the assumption the customer is NOT lying (because I do not believe they are), what do we do now? Are there steps towards finding this box that we can take? If not, what is a reasonable compromise?
Edit: No, I did not ask for signature conformation. Though after this I will certainly be adding it as an option/requiring it in the future.