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@banter0416 wrote:

Thanks Ghost I can see that this is one of your buttons too. I don't blame you at all in fact I agree totally. I lost my business 10 years ago because of employee (mainly) and customer theft and I went through a dreadful period afterwards. I am still trying to get back a decent livelihood after starting again, and it really boils my blood when people lie and steal from me now.

Thank you for your frank words, I will take them on board when I construct a reply to this woman.

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I meant to add this in one of my previous replies, as sometimes it helps, but never be afraid to tell someone the truth (by which I mean facts as you know them).

So, this person has made a claim, and the facts you have on hand contradict their claim somewhat. You can keep things relatively amicable if all you do is list facts in a calm and friendly manner, and in a way that (as suggested above) reassures someone you'll work with them.

If it helps at all, I'd probably start out with phrases like... I'm sorry to hear your order was missing items, as well as very surprised and concerned as this order was subject to several stringent checks prior to shipping. I've thoroughly rechecked all of records and so far have not been able to determine where or how this oversight occurred as our remaining stock levels, order records, and recorded package weight all indicate that all items were sent. (then you can continue on with asking some clarifying questions about what they received, ask them to double-check the packaging, remind them the info is required so that you can continue to improve your order processing etc so they don't feel like they're getting the third degree and become defensive, determine what you'll do if they insist the items are missing and refer to it briefly, but don't offer anything specifically unless / until they reply and insist the items were missing).