Unfortunately, we can’t help if the carrier marked the package as delivered, but the customer says they haven’t received it. There’s no way for us to verify this claim, so we won’t be able to cover the cost of reshipping or refunding the order.
But not all is lost! There might be cases where the delivery person left the package at your customer’s address in an unexpected location. Customers should reach out to the carrier and ask for additional information about the shipment. For example: "Left under the table on the back porch."
If your customer can’t locate the package, you’ll need to place a new manual order to have it reshipped. Then submit a claim to the carrier stating the current issue.