If a third party (such as a shipping company) is at fault when one of your customers makes a claim or requests an adjustment, the best response is to

a. Follow the terms of whatever customer service agreement your company has with the third party

b. Explain to the customer that your company is not at fault

c. Always grant the request; aft er all, it’s your customer, and the customer holds you responsible

d. Forward the message to the third party as quickly as possible