As manager of Executive Customer Relations at an online retailer, you receive an escalated customer complaint pertaining to a complex issue that requires your high level of expertise. The customer is alleging their delivery driver stole the $1,500 camera they purchased. The driver claims they delivered the camera, and the warehouse has confirmed the camera was loaded onto the truck and did not come back with it. You are provided a series of statements from all parties involved (you will find them listed below). Read each statement, analyze them to determine what actually happened, explain why you have come to that conclusion, and what you think the best course of action would be.

First call from customer (2:00 pm)

Hey, I ordered a camera that was supposed to be delivered today. The driver messaged me to let me know they were outside but couldn't figure out where to leave the package. I told them they had to come in through the back door to get in the building, and I gave them the code they needed to get in. Well, after a few minutes I noticed I still hadn't gotten an update saying the package was delivered, so I went downstairs to check on it. The package was not there and the delivery truck was gone. At this point the customer service representative ensured the customer the package will be redelivered in the next two hours. The representative also helps the customer update their delivery instructions, so the driver will know exactly how to get in the building and where to leave the package.

Second call from customer (4:30 pm)

I called earlier because I was supposed to receive a very expensive camera I purchased but, for whatever reason, the driver refused to deliver it. I was told they would be coming back to deliver it, but when they got here they called to say they didn't know where to leave the package or how to get in the building. This was frustrating in and of itself because that information is in my delivery instructions but, nevertheless, I gave them the code to get in the building and told them exactly where to leave the package. This time I watched the driver out the window and could see that they never even got out of their truck. They were texting on their phone for a few minutes, and then drove off without delivering my package again! At this point the customer service agent contacts the driver directly. The driver claims they couldn't find a safe place to leave the package. The customer service rep explains they need to go back and deliver the package and confirms the delivery instructions with the driver.

Third call from customer (6:20 pm):

I just got a notification on my phone letting me know my package was delivered, but I went downstairs, searched around the whole building, checked each floor, and drop-off zone for the bar I live above, but the package was nowhere to be found. At this point, it seems obvious to me the driver stole my camera! They must have known it was a high-ticket item, and they took it for themselves. I need a new camera sent to me immediately, or I am going to be forced to contact the authorities. It is at this point that the customer service representative escalates the issue as they have identified that not only is there potential theft involved, but the customer also has a relatively popular profile on social media, and this story could be a potential threat to the company's public profile.

Statement from driver:

I don't know what that customer is talking about. Yes, they messaged me, but it was well after I had already left. I asked them how to get in the building because the entrance requires a code, and I didn't want to leave a $1,500 camera in a back alley. I waited five minutes for them to respond, but I had to leave after that so I could deliver the rest of my packages. When I went back to deliver the package the second time, I called them, but they were very rude to me and still didn't tell me how to get in the building. I searched all around, in the freezing cold, and still couldn't find a safe place to leave it. After that, one of our reps called me and told me how to get in the building, so I went back and left it inside, on the first floor.

Statement from the warehouse:

I can confirm that the package was scanned for delivery, so it was definitely loaded on that truck. I can also confirm that it is no longer on that truck, or anywhere in the warehouse. It was scanned for delivery by the driver, however, the driver turned off the geo-tracking on their scanner, so I cannot confirm where the package was left. That is not the proper protocol, and I do not know why the driver would turn off geo-tracking.

The information provided here is all the information that exists. There are no CCTV cameras. The driver's scanner was not malfunctioning (the warehouse would have told you if it was). There is no further information you can collect! You must analyze what is provided here and make a call based on this!