Someone is trying to scam? Parcel delivered but they say they haven’t received

[IGBT]

Hi everyone. I sell stuff online and a customer bought something and it was shipped 48h tracked. I received a photo of the parcel allegedly being delivered although you can’t see the person’s face. The customer is saying they haven’t received but there is a photo proving. I reached out Royal Mail and have opened a case. However they said to tell the to look around the propert, neighbour’s, etc and have said that didn’t find anything.

Well can Royal Mail mistakenly deliver to a different address? I have checked the address and name and it is all correct. Royal Mail also said in that first contact that the coordinates are ok.

Now jus my wondering if anyone has been in this situation and how can I get out of this? The customer is emailing every 2 days or so. I am still waiting for a formal reply from Royal Mail to the case. I am now awaiting. I know you can get compensation but so guess it needs to go through a process.

Am I being scammed? The customer bought the same item because it was urgent. Now the thing is if this is a scam she is getting 2 items for the price of one despite getting myself a refund.

 

[IGBT]

Hi thank you all. Yes it matches the coordinates with the address. I have open a case with them and waiting currently for them to come back.

When you say suck it is it like refund the client?

 

[IGBT]

Hi all. Thank you for you inputs. I have a bit of an update here. First of all just a few point before going to the odd thing:
1. megahurts the customer didn't complete and sign anything to say that they didn't receive anything. Do they need to do this? When I raised the case with royal mail they didn't mention anything about this. She didn't report anything to them,
2. The photo only shows the courier hands and the background is dark, like the dark hallway, can't see the door frame even properly
3. They did mention about that the gps seems right but still it's now with the claims teams

Now the odd thing. The client has come back few times asking about the refund or sending another item despite having told the client that we need to wait for the case that is now beingi nvestigated with Royal Mail. However, I decided to refund her but when I tried to do this via my CMS platform backend (wix) it came back saying that this couldnt be done there was some issues with the card. So I have reached customer support and they said that the card was reported blocked / stolen.

Given this situation I reached citizen advice and they said that the customer has the right to claim this, that's fine and that the money should be refunded to the same card/way/form of payment. Then I explained about the card having been reported stolen and asked them what to do. What if the client now says that I can refund the moneys to another card. Citizen advise said that they can do that but to have everything written on an email.

What can I do guys? Any advise? What if the card doesn't belong to her? What if she now comes back saying, assuming I transfer to the given card, that she didn't receive the money and that the info in the card was wrong? I guess this very extreme example will be backed up by the email.

Any advice would be appreciated!

EDIT: What are other possible scam scenerios here?

 

[IGBT]

Sorry guys I forgot to add that the client did want the item so badly that the client bought another one at the time and received at home.

 

[IGBT]

The scammer is double dipping. Buying on stolen cards so they get a refund and the item.

The first card the client paid the goods, had the name in the card (matched with the name the client filled the details, etc). The second time the client bought the goods, the card had the clients mother name (the client mentioned this in the email we exchanged) it had same family name on both. Any thoughts?