Customer Claiming Item Not Received?

[GlitterDisaster]

Hello - A customer is claiming her item was not received, USPS tracking information shows it was delivered 2 days ago. She had been following the tracking closely and notified me when it did not show up. I am not sure what I should do in this situation, does anyone have experience with anything similar?

[TheSalvagedEdge]

Ask her to talk to her mail carrier and neighbors or roommates. More often than not it was misdelivered, is sitting on a porch or somewhere, or got taken in by someone else in the house.

[SantaFeKiss]

yep more than once - in the future charge for insurance to protect yourself with the USPS delivering to wrong address or customer just saying they did not receive.

[vintagearcheology]

Tell her that u r opening a case with USPS. You can do this by phone. They might want her phone number, so write the buyer a convo asking for this. Keep all of your conversations as convos as proof for Etsy.

I have had this reported to me, but after a case was opened and the phone number requested, the missing package was found!

[GlitterDisaster]

Thanks for your advice. I did not take out insurance but can now see that is a good idea for future. I would love to avoid remaking the order but want to make sure my customer is happy..;.

[Former_Member]

The first thing I would do is have your customer contact their own post office and ask where the package is. They should also ask their own carrier.

Checking with neighbours and roommates is also a good idea just in case the package has been picked up and they aren't aware of it.

[Former_Member]

I've had two different packages delivered to a neighbor. Tell your customer to ask around, then call their post office.

[MythOfTheWild]

I've had experience on both ends, and I got very frustrated when the seller refused to look into the situation. I never did receive the item, because the tracking said it was received and they wouldn't replace it - that's something that makes me very nervous if people buy tracked shipping, or if I receive tracked shipping. It doesn't give me peace of mind at all! It just makes me worry!

I'd contact the courier, ask the buyer to check with their local postal depot and with their neighbours, and anywhere that it could have been left by the postman. Tell her to give it a week, and if it's not arrived, then I would replace it. It may have been marked as delivered sooner than it actually has been, which I've seen happen twice, and it may well turn up in a day or two.