I run a very small e-commerce business. One of my customers in the US ordered a product and we shipped it via tracked express shipping.

They say that they have not received the parcel however our courier company has provided us a photo with the delivery confirmation and the customer has confirmed it is their house. We can clearly see the parcel and their house number.

It’s probably been picked up by a ‘porch-pirate’, we hope the customer isn’t lying.

Small point, the customer tried to cancel the order after it was shipped out but we couldn’t as it was already enroute.

What shall we do?

Shall we issue a refund and hope this doesn’t happen again? Stick to our policy, because we have a delivery confirmation photo?

PS the value of the goods are around 170 USD.

Thanks to everyone who replies in advance 🙂