Where does my responsibility as an online antique dealer end and the responsibility of the customer begin?
I have been selling through my own online shop for 7 years, prior to that I had an antique store and sold on eBay. I loved the customer interaction with the store life got in the way and we had to close it. Selling on eBay became a huge problem just because of the way eBay is going.
I have learned many lessons selling through my own website but for the most part the customer's have been amazing and I have had very few problems.
When I first started the website I automatically tacked on the cost for insurance, this was a carry-over from my eBay days, but I had quite a few complaints from customer's so I made purchasing insurance an option. On occasion if I was shipping something really fragile I would go ahead and pay for the insurance out of my pocket just to be on the safe side and there were a few times where this was a good thing.
UPS owes me a few hundred dollars for items I insured that got demolished in transit and they did not make good on the insurance I purchased but that is just their way.
But what do I do if someone makes a substantial purchase on a non-fragile item and then says it has not been delivered to them, yet the Post Office shows that the item was delivered? What is my responsibility in this situation? They opted to not purchase insurance on the item and I have proof of delivery.
If you live in a neighborhood where packages are apt to get stolen from your doorstep then I recommend you purchase insurance on purchases. As a seller I cannot know what your neighborhood is like. Or do like many of my customer's and have the packaged delivered to you at work.
I really need some help on this because I do not know what to do. Am I being scammed? It has happened to me before. I appreciate all input on this situation.