little late to be replying but it’s the internet, so I will anyways.
I can’t mention where I work for mostly obvious reasons, but I imagine what I’m about to describe happens at most. One of my jobs at work is to deal with “over goods”. This is what UPS calls packages that were lost or undeliverable. I’m not in cs so I see everything after the fact. My job is to associate an over goods package with an order and reconcile it. Not what happened here, but similar. Often the package get’s lost and the customer is left without. When this happens we open a case with UPS and more often than not (unless there’s a known issue with the address/customer) we will ship another and just do an RA Payment to ourselves. When the item is returned it washes out. I’m not involved beyond that but I assume it’s for paperwork and accounting purposes. Some times it’s months before I will see the product returned by UPS.
A few times I’ve seen where the item is “delivered” and the cx (customer) contacts customer service (cs). Same thing happens as above. We open a case, traces put on, etc. All info is recorded from our end and from the cx. The cx does havce some responsiblity in this and, if I remember correctly, some have had to file police reports. This involves a paper trail and I’m sure helps recover, or document a loss for later. Where we differ apparently is that usually within a short time (and intial checks) a replacement is advanced shipped and we “pay for it” as an RA Payment or SI (special invoice) etc.
We operate out of the US and do have products that are the same price or more (often more) than BBL. I realise they don’t want to be scammed, and I realise they have issues with cs. It would seem to me that the best course of action would be to replace the shipement once some sort of preliminary investigation starts. I don’t know how China operates, nor do I claim to know the internals of BBL, but it would be the best course. Seems BBL is very concerned about theft and loss, and a bit distrusting as well. Shame.