Who is responsible for items lost in the mail?

[GracefulRosaries]

An item was sent out by USPS mail. Tracking said it arrived, but the buyer says it never arrived. If the buyer did not pay for insurance, am I still my responsibility to refund buyer for an OOAK item, if the USPS delivers it to the wrong address?

I have had items delivered to me that should have gone to a house a few blocks away. So I have no doubt the USPS may have failed here. But if I did not ask my buyer to take out insurance, then maybe it is my fault?

What is the protocol here?

[GrammaticalArt]

The purpose of shipment insurance is to cover the seller. You're responsible for getting the package to the customer; it's definitely not the buyer's fault or responsibility.

If you're not comfortable financially covering the loss of an item, I suggest you buy insurance from a third party to cover it. This is what I do; I use insurepost.com for expensive orders.

I'm sorry that you're dealing with this!

ETA: You will need to refund the buyer if you can't replace the item.

[Former_Member]

I disagree and I have experience with this on Etsy.

The buyer said that he never received the package, I had tracking number that said package was delivered. As the buyer was quite rude in communicating with me I decided not to refund him or replace items. On top of it, I didn't believe that the item really got lost because it never happens!

He opened a case on etsy and Etsy ruled that the item was delivered and I wasn't liable for any damages.

Interestingly enough, the buyer got back to me one week later, stating that he finally received package but this time, the item was wrong size!

But no, you are not liable as long as you have tracking number that says it was delivered!

[Beaderbeads]

I agree with Eva Babika. Your proof, the delivery confirmation. In my vintage shop I add insurance to the S&H fees and always delivery confirmation. Hope everything works out.

[SageNThymeDesigns]

You may want to give a call to the USPS to see if they have any further information. I've had items listed as "delivered" that were then returned to send and got stuck going back and forth in the system for over a week. My local post office manager had to call the dispatch site to have the package manually removed from the system.

I agree with Eva, the point of getting delivery confirmation is to prove that the item was in fact delivered. It may have been stolen from their front porch, but that's beyond your (and the post office's) control.

[Former_Member]

I think being liable is a whole different ball game than good customer service. Etsy and/or PayPal might side with you in a dispute, but that doesn't mean that's the best solution.

Think about it as if you were the buyer. If you paid for an item from, say, Amazon. They shipped it, but it never arrived--what would you expect/want them to do? If they wouldn't refund your money, would you continue to give them your business?

I think in cases of lost mail, it's good customer service to offer to replace or refund, even if you don't *have* to. Shipping insurance protects the *seller* not the buyer.

I'm so sorry you have to deal with this. Best of luck getting it sorted out!

(edited for typos)

[AuraRosesTreasures]

I agree with Natalie and then again with Eva.
Like Heather Jean sez, there is also thought that should be put into giving good customer service, regardless of who is right.
If all else fails, go with your gut!

[FenderGemsNCrystals]

Thanks for all of the opinions. I just had my first situation like this of many many packages here and on eBay. I think I will call a few big etailers like amazon and get their policy on theft after delivery.

[GrammaticalArt]

Sure, there will be a dishonest customer here and there. They are far outnumbered by the good, honest buyers.

I too have had items that say "delivered", but they haven't. While I fought with USPS, I resent an item and recovered my item from USPS. (I was actually lucky to get it back; it was unexpected). I would NEVER leave my customer without their item. It is my responsibility to get them their package. If a courier (USPS, UPS, FedEx) fails, I fight with them. Never the customer.

If you bought something from Target, how would you feel if it didn't come and they told you, "Sorry, USPS lost your package. You're out of luck!" then hung up. How would you feel? Sure, I don't have the financial cushion that they have, but sure as heck, my customers are going to get their items.

[GracefulRosaries]

Very interesting to see the different point of views. I actually had a package that said it was delivered...but oddly enough to a different state then was on the label. So weird.

Yes, I do think that good customer service requires the seller to be there for a buyer. And I have had to send several packages out a second time. But when it keeps happening I think the best thing for me to do is get the insurance that Natalie suggests.

Thank you everyone for sharing your thoughts! I love this team!

[Beaderbeads]

Don't get me wrong I do help my customers if any problem occurs. You have to investigate before you start refunding monies or sending another item out.
Both seller & buyer need to work together. Then you can determine what you will do. : }

[Former_Member]

Natalie from GrammaticalArt says

Sure, there will be a dishonest customer here and there. They are far outnumbered by the good, honest buyers.

I too have had items that say "delivered", but they haven't. While I fought with USPS, I resent an item and recovered my item from USPS. (I was actually lucky to get it back; it was unexpected). I would NEVER leave my customer without their item. It is my responsibility to get them their package. If a courier (USPS, UPS, FedEx) fails, I fight with them. Never the customer.

If you bought something from Target, how would you feel if it didn't come and they told you, "Sorry, USPS lost your package. You're out of luck!" then hung up. How would you feel? Sure, I don't have the financial cushion that they have, but sure as heck, my customers are going to get their items.

***
I agree with this.