An e-commerce retailer down in Florida ships using USPS priority mail.

Recently, a customer placed an order with incorrect shipping address. It was too late to intercept and got delivered to the wrong address.

Then he started receiving emails from the customer with a rude tone. Customer said they contacted the post office to redirect the shipment and even contacted the address that it was shipped to and haven’t received a response.

The e-commerce retailer didn’t know how to respond so he went to a forum looking for advice.

Here’s the advice he received:

Option 1: Respond politely to customer with a note saying:
“Sorry, but once a package has shipped to the address specified, we can no longer accept responsibility. However, if the recipient sends it back we are happy to issue a refund. We sincerely apologize for the inconvenience.”

Option 2: Ignore it. Sounds like fraud.

Option 3: Offer them another one at cost. You’re not out anything extra, and it’s a gesture to show you want to help, even though the problem was always out of your hands.

Which option would you suggest?

PS – What if you could have more of those customers who don’t make silly shipping mistakes? And buy often from you? You can! Sign up now with to get more of the best customers.

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