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What's your protocol when customer says no delivery?

I've got a customer who claims her box was never delivered.

DC says the box was delivered.

I double-checked the shipping address to the address she has in eBay and PayPal - no mistakes.

DC says the box was delivered to different city, but the same zip code. I see this happen in about 10% of my boxes, so not a big deal.

I suggested USPS might have dropped it off at the wrong address and we wait a couple days to see if it comes back here.

But if not - then what?
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