Scenario 1: Where the customer didn't accept the parcel herself/himself.
Probe customer as she was not present at the time of the delivery,.
Ask the following details-
Has she checked with the family/neighbors.
Ask for the packet condition.
SKU ID missing/wrong
Delivery person's contact (If any)
Ask for supporting Images-
Full yellow packet image (corners should be visible)
Images of the product received
Invoice
Scenario 2: Where the customer herself accepted the order.
Probe the customer why she accepted the tampered packet (if cx claims it was damaged/tampered)
Ask the same details & images as mentioned above.