What to do about USPS lost package?

[Former_Member]

On the 20th I shipped 3 custom made silver rings to a customer using USPS priority mail (domestic). The tracking shows delivered as of the 23rd. She says the package was never delivered. She told me it was possible that her crackhead neighbors stole the package from her mailbox, but she could never know for sure. I did not have anything but the default 50.00 insurance on the package, as in 2+ years of shipping, I have NEVER had a lost package yet and USPS has been my best friend.

I would hate to refund 260.00, and I do NOT want to take the time to remake the 3 rings. She has been a repeat a customer and a sweetheart.

Any sage words of advice, folks?

[SnarkFactory]

Next time, require a signature confirmation!

[Former_Member]

Yes, I've already decided that's my new policy. I will be adding it to my shipping policies tonight. I'm also going to explicitly state that I can and will add insurance if desired.

Do I need to just eat it and remake her items? I told her to give it at least until Monday and that her rings would likely show up.

[GirlpowerKnits]

This happened to me once. It was insured, and she requested a refund. (ebay)

[GirlpowerKnits]

Yes, give it about 2 weeks to show up, if it doesn't, you'll have to refund or remake. You really should insure your packages if they are worth more that $50, it;s only 0.75 - 1.50 thru etsy labels

[SnarkFactory]

I would talk to someone at USPS before you do anything. I tried calling the 1800 number before, and after like 15 minutes of screaming at the prompt service I gave up and visited my local post office the next day. Make sure you have sufficient proof that the customer never received the item after it was delivered. I know you said she was a sweetheart, but still, cover your assets. If USPS confirms it was delivered, file a theft claim. IMO, it's not your fault that your customer's things were stolen. But, if I were in your situation, i'd probably end up remaking the thing anyway....


This is a sucky situation, I hope you find something that will work for you and the customer!

[BarkingDogBlanket]

Good advice mallory, i would probably do the same thing. I would definitely do the insurance for over a certain amount. I had shipped twice to indonesia first time the blanket never made it. I replaced the blanket luckily my cost was way less but shipped it registered mail client paid for shipping. The second time I insured it with the Etsy insurance and it didn't make it again BUT I was covered so I made another blanket and sent it registered client paid for second shipping since I replaced her blanket. For shipping I now add extra fees to indonesia to cover for registered mail. We all have learned lessons along the way.

[Former_Member]

Definitely have your customer call their Post Office with the Tracking # and if you have insurance file a claim.

[ShopDeatsGifts]

Try this link here, it's from the USPS:
https://postalinspectors.uspis.gov/forms/MLNtRcvd.aspx

Especially since your buyer is stating that they think their mail was stolen. Also, as other suggested, anything over $50.00, I would insure. Anything over $100, I insure and also include signature delivery.

[Former_Member]

It sounds like your last reply is in my immediate future, Mallory. Thanks folks.

[Former_Member]

Thanks Dee. I got the customer that link.

[TagsForTails]

Always insure for the value of the pieces. I insure any package I send out that's over $75. Hindsight is 20/20 but I would contact USPS first. I'm having to deal with a lost package right now too, but I'm just going to remake the piece because it takes me 30 min to complete an order.

[Former_Member]

Just an update...The customer discovered the package had indeed been delivered on the day it was marked as such. The mail carrier however put the package into the unused mailbox next to the customers mailbox. I still have had no issues with USPS in 2 years it seems.

[SnarkFactory]

Yay! That's awesome! What a relief for you! I think that I would literally cry if a package worth $200+ got lost in the mail.

[NewBrideCo]

What a relief!!!! I would be crying if, I lost something valued for more than $100.00
I think we should opt for insurance, for certain irreplaceable items, or higher valued items.

[Former_Member]

Yup. its now in my policies. Insurance is mandatory as is a signature for delivery. Unless specifically asked to forego them, and then it's not my responsibility if something happens.

[Former_Member]

Isn't a signature required by Etsy/Paypal on orders over $250 anyway? Or am I just nuts?

[Former_Member]

The only cash xferred via etsy (direct Checkout) was 170.00. I dont know if signature is required over x amount or not.