Subject: Complaint Regarding Courier Service and “Customer Refused to Pay” Label

Complaint Details:

A day before Deepavali, two of my employees asked for help in finding a nearby store to purchase a phone. Unfamiliar with the area around Bandar Sultan Sulaiman, I recommended they order through the COD (Cash on Delivery) option on Tiktok Shop. As they work night shifts, the item could conveniently be collected during the day, prior to their shift.

Delivery Timeline:

1. According to the notification, the package was out for delivery from 10:00 a.m.

2. We anticipated it would arrive sometime between midday and before sunset.

3. My employees, who are from Bangladesh, were prepared to receive the package and had communicated with the courier as needed.

Incident Summary:

In the evening, as the night shift began, the courier called, informing us they were at the location. Previously, the courier had been advised to deliver in three to four days if same-day delivery wasn’t possible. However, they still arrived around 8:00 p.m. when my employees were already on their night shift, without any prior rescheduling.

The courier then decided to return the package, noting "customer refused to pay" in the delivery record. This label was unjustified, as we had not refused payment; rather, the delivery timing was out of alignment with what had been agreed upon, and the situation seemed poorly handled.

Complaint Points:

The courier did not provide a second chance to reschedule or pick up the item.

Poor handling and communication, especially with foreign customers.

The inaccurate “customer refused to pay” note reflects negatively on us and is factually incorrect.

We request that the courier service be more considerate of customers' time and prior agreements, and that a second chance be offered for COD deliveries, as has been the practice with previous shipments.