Correspondence on Missing Item Reconciliation
An item is missing from a delivery. The refund process is initiated. The correspondence that follows is longer than the item warranted.
Correspondence on Missing Item Reconciliation August 30, 2021
Dear Grocery Delivery Support,
I am writing to follow up on my earlier message regarding the missing coriander (Order No. GD-2021-08-28-4417). I received your automated acknowledgment and understand that the matter is under review. I would like to provide additional context.
The order contained seventeen items. Sixteen arrived. The missing item was a small bunch of fresh coriander, priced at forty-eight rupees. I noticed the absence during the bag inventory. I submitted the refund request through the app as instructed. The app offered two options: "Item Not Received" and "Wrong Item Received." I selected "Item Not Received." A confirmation was sent.
I received a follow-up message asking whether the item might have been placed in a different bag. I confirm that it was not. The bags were fully inventoried. There were four bags. Coriander was not in any of them. I have checked again since submitting the first report, in the interest of thoroughness.
Regarding the refund timeline: the app indicates three to five business days. I understand this is standard. I want to note that coriander has a useful life of approximately four days in refrigeration, so the refund will arrive after the window in which the coriander could have been used has fully closed. This is not a complaint about the timeline. It is context.
A family member has suggested I simply purchase the coriander from the shop at the end of the street, which is open and is a two-minute walk. This is a correct and practical suggestion. I have not done this. I am not sure why. The item cost forty-eight rupees. The correspondence has now consumed more time than it would have taken to go to the shop.
I do not require further escalation. The refund can follow the standard process. I wanted to note, for your records, that the coriander was genuinely not in any of the bags, and that this information is now documented in at least three separate places: this letter, the app refund ticket, and the photograph I took of the four bags' contents before emailing the first time.
Please let me know if further information is required.
Yours sincerely, A Customer
P.S. The shop at the end of the street did not have coriander either. This is unrelated to your operations but seemed worth mentioning in the interest of completeness.