Texas Defensive Driving Written Practice Test

What should be done if a student claims they never received their certificate despite the tracking showing it was shipped?

1. Charge the student for a resend

2. Upgrade shipping at the student's expense

3. Send the certificate again free of charge

4. Request an alternate shipping address

The correct answer is: Send the certificate again free of charge

When a student claims they never received their certificate despite tracking information indicating it was shipped, the appropriate action is to send the certificate again free of charge. This approach demonstrates a commitment to customer service and ensures that the student receives the essential documentation they need, regardless of the shipping issues that may have arisen. Choosing to resend the certificate at no cost acknowledges the potential for errors or delays in the shipping process that are beyond the student's control. It helps to build trust and maintain a positive relationship with the student, which is crucial in any educational setting. While charging for a resend or upgrading shipping at the student's expense may seem like viable options to recover costs, they could lead to dissatisfaction or frustration for the student. Requesting an alternate shipping address could also complicate matters if the initial address was correct, possibly leading to further delays. Hence, resending the certificate without charge is the most considerate and efficient solution in this scenario.