Once in a while, a customer may notify a retailer that they did not receive an order, despite tracking information from the carrier confirming delivery to the customers address.

To protect retailers from "Delivered - Not Received"(DNR) fraud, Crowdship recommends retailers offer 3rd party package protection and chargeback insurance apps such as:

Route and comparable insurance providers cover cases where a package is stolen by porch pirates.

If you do not offer package insurance, or the customer did not purchase it, it's up to the retailer to decide if your want to cover the cost of a replacement or not.