Do you reimburse for items lost in the mail even if USPS marks it as delivered?

[JewelrybyJakemi]

A general question for everyone. If you send an item and the buyer contacts you that it was never received, but USPS has marked it as delivered, do you reimburse or replace the item? I am talking about an item that costs less than $20. If items get lost I generally replace or refund but not sure what the proper protocol is when it is actually reported as delivered.

[Former_Member]

Do what you feel is best and what is right for the buyer. I had this happen before and the item showed up a few days later. It actually showed up after I called the USPS and they opened a case on the missing item. It magically made its way to the buyer. I will never know if it was the post office or the buyer. Luckily my items are inexpensive, but they are mostly one-of-a-kind and not easily replaced.

[Former_Member]

I figure in general its cheaper for me to replace rather then refund. So i much prefer that one.

As far as it being shown as delivered....well sometimes weird stuff does happen. I had one package get sent to the completely wrong city state and get delivered...o0
But this is one of the risky things, got to trust your gut on it.

[Former_Member]

That is a tricky situation. Did you contact USPS to see where it was delivered? I live in an apartment complex so a few times the items were delivered at the main office of the apartments.
Maybe you can ask your customer to contact their local USPS to find out where the package was delivered. But I wouldn't send a replacement right away until USPS gives you an answer to what happen.

[Former_Member]

I have in the past. You might want to contact the post office, sometime they hold it at their post office.

[Former_Member]

I try to always side on my gut it is hard it is a business but customers are our business and sometimes things go a bit sideways. I would replace if I could and that way I would tell them if the first one comes through to just send back the second one. It is a total honesty thing but you would be surprised most people will do the right thing.

[JewelrybyJakemi]

Thank you for all the input!

[PiecesOfMePaperCraft]

I haven't had to deal with that yet but most of my items can be remade if needed. I'd probably send a replacement.

A couple of months ago I ordered some paper from another Etsy seller and after 2 or 3 weeks it still hadn't arrived and tracking wasn't showing anything. I contacted her and she was very gracious and said she'd send out another. I thanked her and told her I'd return the first package if it showed up after the replacement arrived. The very next day the original package showed up so I immediately contacted her to let her know. She was very thankful because she hadn't sent the second one out yet. Sometimes the post office drags their heels and we never figure out why. :/