What is the recommended action when a customer states they have not received their order?

When a customer states they have not received their order, investigating and providing a resolution is the recommended action because it demonstrates a commitment to customer service and problem-solving. Taking this proactive approach helps to address the customer's concern directly and ensures that they feel heard and valued.

By investigating the issue, you can gather important information about the order's status, verify shipping details, and determine whether there was an error or delay. This allows you to provide accurate information to the customer, whether it involves rescheduling delivery, issuing a refund, or providing an alternative solution.

This approach not only helps to resolve the immediate issue but also helps to build trust and enhance customer satisfaction. When customers feel that their concerns are taken seriously, they are more likely to remain loyal to the brand and recommend it to others. In contrast, other options may lead to customer dissatisfaction or frustration, as they do not adequately address the problem at hand.