Hey there!
Here is what to do if a customer reaches out to you and says they did not receive the product they purchased (but it shows as delivered on your tracking).
If the customer kindly asks where their product is:
Reply to them and explain their order was shipped and delivered on (date) at (time) and if they have not received their item, the postal service may still be holding it. Ask them to contact their local post office and if the postal office. Tell them if the office does not have it, to send you another email.
If their local office does not have their item, then tell the customer you have ordered a new item and assure them it will be shipping soon, and thank them for their patience! 😃
If you order them a new product you can:
Go straight to your product on Ali Express
Add the correct variant to your cart
Add the customer's correct name and shipping information that's in Shopify
Order the new product
Copy the order number
Add the order number in the notes under the original order on Shopify.
When you check Ali for Shipment, you can paste in the order number and it will populate it for you.
Once tracking is available, you can copy the tracking and update it in Shopify under the original order and it will send to your customer. :)
If the customer seems very angry or does not want the product anymore:
Refund their order. This can happen sometimes, it's okay, don't stress it!
Reply to the customer, apologize for the issue and let them know you have issued a refund.