customer has not received package - tracking says "Addressee Unknown"

[Former_Member]

Hello,
I received a convo from a customer saying that she did not receive her package.
When I checked the tracking it said "Addressee Unknown" but I'm 100% sure specifying the right name on teh package.
I recomended her to go to the post office to ask for a search and did not receive an answer since then.
Did that already happened to you ? What should I do if the package is not found ?

[Former_Member]

Contact the postal service you used, give them the tracking number, and make a claim. Then when you're refunded, refund the buyer. Let her know what you're going to do. Strange that it says "addressee unknown" ... maybe her address in etsy was incorrect? Maybe message her with the address she left and ask her if its correct? Maybe your handwriting was not readable by the postman? What a conundrum!

[Former_Member]

Thanks for your recomendations.
Unfortunately, the post service will not refund me anything. :-(
I was wondering if I could call the post office myself to know if they still have the package. Do you think it is possible ?

[Anthropologeek]

Evane, I have called post offices several times myself! Even one in Canada where they clearly spoke mostly French and I have found most packages for my costumers.

[Former_Member]

Based on your comment, I finally called the post office and they said to me that when adressee is unknown, the package goes back to the sender the very same day.
Unfortunately for me, it seems that the package was not tracked on the return as 4 days have passed and there is no more information on the tracking.
I'm wondering if this is normal.
Do you think I should refund the customer right now or give her the opportunity to send again the package when I get it back (if I get it back) ? I fear that if I resend it again, the same problem occurs.
What would you do ?

[RayOfLightJewels]

I think that is fairly normal, it can take awhile to get back. I would offer her a refund and the option to repurchase if it comes back but you would need to clarify the address or try a different address.

[Former_Member]

If the package is being rerouted back to you, I would just verify the address from the buyer and wait for the package to be returned. Once it has been returned, you can resend it again to the corrected address. Unfortunately there is nothing you can do at the moment until you get the package back in your hands.

I don't recommend offering a refund at this time because it can still be resent. Just exercise patience, both you and the customer. If the customer still decides to cancel, you can do that, but hopefully with good customer service, you can send out the package again and everything will be fine.

I know some are quick to go straight to the refund when things go wrong but my policy is that the refund is the LAST RESORT when something like this can be fixed by simply sending out the package again.

It sucks and will obviously delay things on the buyers end as well as make a huge headache for you, but the buyer screwed up by giving you a bad address. That is not your fault. Sending them a refund now is premature when you still have a chance to fix this on your end.

Also, a word of caution: I wouldn't refund anything until I got the package back in my hands (or confirmation that it is truly lost by the Post Office). I hope you sent it with insurance.

[Former_Member]

Thanks for your advice.
It is true that the customer may have made an error with the adress. The problem is that I cannot prove whether it is an error from the customer whether from the postman. :-(
Based on what you said, I sent a message to the customer saying that I propose to wait the package is back to see if there is additional information on it from USPS.
Unfortunately, I have the tracking but no insurance. All that I can get from the post office is the shipping cost refund if it is lost. The insurance is so expensive that I cannot offer it.