I'm having a dilemma!

[StefanieSheehan]

So I got an order the first week of October and had it made and packaged and sent out within two days. I sent it USPS Priority Mail with tracking. The customer contacted me about a week later, saying she hadn't received it yet. So I checked her tracking (which I also gave to her) and it said it was "out for delivery" for a few days but was not yet delivered. So I told her that it should be coming to her soon because its in her town.

Its a week and a half later and she just emailed me saying she still hasn't received it, but now it says that it was delivered already, on October 12.

I asked her to confirm her address for me again to make sure she gave me the right address. It is the right one. So is it my problem now? Do I have to send her another? Do I deal with the post office or does she?

What to do if a customer claims they don't receive a package that had tracking confirmation!?

Help!
Thank you everyone!

[kidsstore]

Go first to your local post office and talk to them. Make sure you take your receipt with the tracking number with you. In the meantime, let her know that you are checking with the post office on your end, and you could also suggest that she do the same. Once you find out what they have to say, you can better decide what the next step will be.

[JaneStaufferPaperCo]

I would not be too quick to send a new one yet.
As long as the customer knows that you are researching the problem. I would ask her to do some research on her part too.
Was there a signature required on her side?
Does this seller have an Etsy site showing her past purchases with any history?
There was a similar problem on this forum recently.
The only problem I have had with USPS is that mail is put in the wrong mail box.
Was it PayPal? Can they help?
Keep us informed.

[JaneStaufferPaperCo]

Ooops...I meant does the BUYer have an Etsy site showing past purchase history.
Sorry.

[StefanieSheehan]

There was no required signature, and her address was verified. She has what looks like two other purchases with 100% but no comments left. She did use paypal to pay.

[Untwistedsister]

Stefanie, Your own post office supervisor may be able to help you. I know it doesn't help this time but I notice your items are priced at a point where you may want to consider adding insurance. You can now add insurance through Etsy or with a third party insurer like Insurepost.com. for $1.05 per each $100. Value domestic or $1.50 international.

Make sure your customer knows its showing as delivered and have her check every door and maybe neighbors too.

If it doesn't show up, you will need to decide how best to handle it for your shop. PayPal will side with you but you will be left with a very unhappy customer.

If it was me, I would either refund or replace and insure my future shipments.

[StefanieSheehan]

I think from now on I will for sure, insure, my packages. Thank you for your help!

[JaneStaufferPaperCo]

I would go to PayPal for sure. Let them do a little detective work for you too.

Unfortunately I have had to use them with 2 problems and they do investigate.

I had one item that did show up after several months (International purchase)
Not the sellers fault.

The 2nd problem is a recent purchase that I never received and it appears the Etsy shop is presently closed. I went to PayPal both times. They communicate with the buyer in your case.

My approach to PayPal in my initial contact makes it very clear that I am not questioning the honesty of the other person. "Innocent until proven guilty?"

Again, don't rush to replace until you know in your heart it's the right thing to do.

[PiecesofMeCardsnMore]

Don and Stella Stauffer from FeFiFoFunFairyTales says
Ooops...I meant does the BUYer have an Etsy site showing past purchase history.

______

Purchases are kept private on Etsy. You can't see anyone's purchase history. You can't see buyer feedback either.