Did you ask the customer to verify that you sent it to the right address? Of course, sometimes packages get delivered to neighbors houses too, so you might want to ask her to check with her neighbors. In the meantime, call USPS about it. I once bought a keyboard online that said it was delivered though I hadn't received it. It turned out it had been delivered to a random address in KS for some reason (I was in NC and the seller was in NY), so sometimes things can go very wrong.
Sarah, ask the buyer to verify the address you sent it to. Just because it was delivered to the city in the state, doesn't mean it was delivered to that house. I would exhaust all options before settling down to replacing the item.
You can call the 800 USPS number and they'll tell you if you need to call her local post office. I don't think you're technically responsible for the loss according to Paypal if you have delivery confirmation that it was delivered, but I'm not positive. In any event, I think it's just good customer service to try to find out what happened to the package. But do ask her if she could ask her neighbors if one of them accidentally received it.
For her mom? That might make thigns difficult if her mom didn't know she was going to receive something. But that's for her to figure out on her end, I guess. Pay Pal will not hold you responsible if it was confirmed that it was delivered, but if you want to leave a good impression, I would try and work things out to a good end.
Was it insured? If it was, then the PO is responsible for it. If not, I would replace it, if it were me, in order not to have my customer upset. But, yes, try all other options first. :)
I would first call the USPS and see if they can help you out. Next, I would suggest asking the customer to talk with their mail carrier. This is the person who will know the most about where this was left. I did have this happen to me once and after exhausting all avenues..including mail carrier saying it was left, I ended telling the customer to call the police and file a stolen package report. The post office would no longer work with me, but rather directly with the customer. I know that Paypal does offer some help if it was purchased through them. I did not refund the purchase amount. Once an item has been delivered and confirmed delivered the issue should be turned over to the police.
I had something similar happen to a customer of mine. Her large order was sent in two packages and one was recieved, the other was not. I had a tracking number on it but the buyer declined insurance so it was not insured. At the end of the day USPS would do nothing for us as they showed it delievered, PayPal was not going to hold it against me since I had a tracking # showing it delivered but I choose to replace the items at my expense. When you're just starting out you can't afford to make angry customers. It's an expense you will have to build into your budget as things like this do happen from time to time.
I think it's out of your hands. I'd give your customer all the info, tracking #'s...and let her do the leg work. You've done everything you can. Once the shipping source says they delivered it there isn't much more you can do. She has as much info as you do.
Firstly, I'd ask the recipient to take a look around to see if it actually was delivered. It could be that the package was picked up by someone else in the household and they didn't see it.
Its also possible that the package was delivered to a neighbour or left on a porch or in a carport somewhere.
Heck I've got a UPS driver who will leave one large box at the front door and the second one from the same delivery out by the garage. So you never know.
I always keeping track and worrying of shipment lost. If It is a register mail, and if the status show delivered, it should be someone have sign and receive the goods! Just verified all the procedure before making any refund.
Around Christmas time we had a package delivered that we never received. It was probably left by our front door and stolen before we got home. We contacted the seller and, no questions asked, they shipped us another. Makes me want to purchase from them again. Hard in our line of business, but if you can, I'd ship them another.
