the customer's business entrance while they were gone for lunch (small start-up company). My customer provided surveillance photos of a car stopping and someone taking the package.
My company sells reagents to the biotech industry and this package cost my customer $800. My cost is about $100, but it is a couple tedious hours of work, which I don't like to do.
In nearly 13 years, this has never happened to me before. Who is responsible for it? I believe the customer should file a claim with FedEx, a police report, and/or a claim with their credit card company.
FedEx will only reimburse $100 if a claim is filed. Do I eat it and send replacement materials at no-charge, offer a big discount to them, or have them pay full price?