This was my response to the customer below. Also, unfortunately i do not see a photo confirmation for delivery when i check the tracking number. “I’m sorry to hear that you haven’t received your order. On our end, USPS is showing the package as delivered to the front porch. I’ll also be contacting USPS on our end to look into the delivery and see if they can provide any additional information. Unfortunately, while we do pay for insurance on our packages in case they are lost or delivered to the wrong address, we still need to work with the carrier to investigate what happened. In the meantime, we can also **resend the order to you** if that would be more convenient. Before we move forward, please confirm your full shipping address with us one last time so I can make sure it matches exactly what we have in our system.”

Is there a delivery photo that confirms the correct location?  Sometimes USPS scans at the depot and this happens. it usually delivers the next day.  The hardest part is reassuring the customer that you'll get it sorted, it just takes a little bit of time. Some people genuinely cannot handle waiting for a USPS investigation to resolve. if it's a regular customer I might refund them after waiting a couple days to confirm it wasn't a misscan, but if they're new I'm always suspicious. If the buyer claims it's stolen by porch pirates I ask them to provide a police report and I will refund once I receive that. Also I (politely) let them know that USPS will fully investigate the theft and that it's a serious crime to steal packages. I say something along the lines of "In order to process an insurance claim for package theft we require a police report. Once you have provided that, you will be refunded in full. USPS investigates every report of package theft. They may choose to follow up with you if they require more information during their investigation."  Sometimes that's enough to scare someone who's lying into 'finding' the package.