The moment I have been dreading is fast approaching....

[frenchsoul]

A customer has just said that they didnt receive their item but I paid extra to get it Tracked and have proof that it definately was delivered. I know this is going to result in bad feedback if I dont refund her ! It makes it worse that the cost of the tracking is expensive from France but I paid out of my own money for peace of mind.
What should I do ? I have been dreading a moment like this and go out of my way not to ever get negative feedback and its going to happen anyway :(

[Former_Member]

I have received my neighbors packages before as well. I always run them over :) Not everyone will do that, sadly.

[LBlackbournJewelry]

When was it sent? Sometimes it takes a looong time to arrive over seas. Also, where did you send it?

[Former_Member]

For my items - I have them tracked and insured - which I make sure is included in the shipping methods but I also add a signature (where applicable) at no extra cost to the buyer - I understand that not all PO are the same depending on where you live ...

How long as it been since the package was sent ? Having it tracked does offer proof for arrival, but as the others were saying, maybe the buyer's neighbor received it instead ? I would talk to the buyer about contacting both their neighbor and PO only after you have spoken to your PO first and try to determine what happened to the package. You could always open an investigation thru your PO to track down that package

:)

[BlackCatStudio98]

Also I've heard that USPS sometimes marks a package as delivered the day before it is actually delivered (kind of defeats the purpose of tracking), so it it was marked delivered today it still might show up tomorrow.

[PaperBoundLove]

Since you have a proof of delivery, just let the customer know about it. If she leaves a bad feedback, I think you can take it on with Etsy and let Etsy know it is an unfair feedback and show them the proof of delivery. Good luck. (:

Your jewellery are so gorgeous by the way!

[weekendjewelry1]

I recently had a customer in Canada contact me weeks after I shipped her package, wondering if I knew what had happened to it. I checked (with stamps.com, where I bought the postage) and found that it had been delivered. I told the customer and suggested she might - just as an example - check with her neighbor.

She got hold of me the next day - the package was at her local post office and had been there a couple weeks. She never thought to check - and they forgot to leave a note.

That could happen anywhere - it's worth suggesting to her!

[frenchsoul]

Thanks for all your advice and ideas about how to deal with it.
I do have a date and even time of delivery ..i have told her to check with her local post office and i'll mention to her about checking with the neighbours too.