Delivered Order

[WhoaDogE]

Hi everyone,

I just wanted to see if anyone has experience with this. I recently had an order of 3 items. I made the order and shipped next business day. This was a gift, so it did not go to the person that ordered, but rather the person the gift was for. Well, the order says delivered, but the person that was supposed to receive it said it was not. I spoke with the buyer and gave her the option to refund her 100% or remake and resend the order. She chose to remake and resend. I confirmed the address with her and remade/resent the order promptly. Again, I have delivery confirmation on the second order. She is saying that it was not delivered. This rarely happens once, let alone twice in a row. I told her that I can put in an inquiry with USPS and that I encourage her to do the same. Ultimately, I have already lost money on this order. I was wondering if this person gives me a bad review, is there anyway to get it removed because I have confirmation that this order has been delivered TWICE as well as the fact that I've double checked the address. 

Thank you! 

[customletteringbyash]

I have had this happen!!! Not the exact scenario, but super similar. Have the recipient check with their neighbors if they live in a residential area, and if they live in an apartment complex, have them check with their leasing office. It may have been delivered, but not to the correct person. Filing with USPS is also the best thing you can do. 

[customletteringbyash]

Also, about the possible review: you can comment under the review to justify your stance so that people who read the customer’s review will know that you did all that you could do to make the situation right. There is only so much that you, as a seller, can do. So if you justify and defend (politely) that you did your part, which you did, then anyone who reads the customer’s review will know how well you handled the situation to the best of your ability. 

[Former_Member]

Had something similar happen.  After the intended recipient did some investigation, it was discovered someone else in the residence had the package but forgot to tell the recipient that they had it. 

Another possibility might be, depending on the quality of the neighbourhood, that the package was delivered but stolen before the recipient was able to get to it.  

[SuziHuhaPupCoutureUS]

Some crack head in Philly claimed she never got the package but USPS said it was delivered. She contacted me 5 days after etsy said she would receive her order. I suggested she check with her neighbors, her post office and the police. All she kept replying was "I didn't get it". Finally she said she had other packages stolen. She's home all day and her mailbox is right next to her front door. Plus her neighborhood wasn't the best. I told her I was not responsible for stolen packages. She responded with some jibberish n made no sense. I was not going to send another order out only to have that one stolen. I didn't care if she gave me a bad review- I have all 5 star reviews. She didn't write a review. 

[ElegantGlassHouse]

I can't say with 100% certainty, but I think Etsy would absolutely remove any negative comments from your customer who is "claiming" they never received your order, but you have two confirmations, which speaks louder than words.

Good Luck