Customer insists I keep mixing up her shipping labels
I don't work at TUPSS any more but I think you all will share my pain.
We have a repeat customer who always comes in and is shipping stuff to her family members. A few weeks after I started, she came in and complained that her shipping labels were mixed up and went to the wrong recipients. OK, sure, that could have been my fault. never once mixed up boxes before when I worked at UPS but fine. I took it as a lesson and ever since then I became so incredibly careful about making sure labels went to the right boxes. I mark each box with the recipients name, initials, or some other identifying feature as I process them and carefully check each package to match them up, I never rely on pure memory alone.
Yesterday that lady comes back in furious, saying I mixed up her last shipment even though the boxes were marked with the people's names. I don't think I was even the one who did the most recent shipment. I always underline the tracking numbers on receipts with a red highlighter I keep in my shirt pocket, and if I don't have that highligher I grab something else. She showed the receipt and there was no marks on it. I don't remember doing her shipment either but she insists it was me, and no one working here right now resembles me at all.
My manager gets generally annoyed by this because she has to go through a bunch of hassle to fix my "mistake". The way we have to go about it is that we have to make replacement labels and then ship them out in envelopes, basically eating the cost for 4 shipments. I think she's either mixing up the packages herself before she brings them, or she's scamming us by getting us to make replacement labels so her family members can ship stuff to each other for free, and either way I've become the scapegoat.
What do you all do when customers pull something like this, where you know you didn't do anything wrong but you can't prove it? I'm just particularly ticked off by this situation for some reason and I don't know what else I can do. Regardless thank you for letting me vent, I feel much better now. I wish you all luck with the Amazombie horde! (They're coming for us too, my days are numbered.)