What to do when it says delivered but buyer leaves a negative review that it was not delivered

[MysticAngelRituals]

I have had a few buyers say they never got their goods. I would send new items right away since I don't want negative reviews.

When you check the tracking it always says deliverd.

Since I order from other Etsy sellers myself and never have a problem I feel this is a new scam.

The last two that said it did not arrive I kindly suggested they connect with their LOCAL post office.

I even called and was told the goods were delivered and I got negative reviews.

One didn't even contact me she just left a negative review saying I didn't get anything.

is anyone else going through something similar?

I feel this has escalated since last summer 2021.

Thank you

Daisy

[RFbyMariola]

I have gotten a few customers message me to say they never received their items. I never send a replacement product until an investigation has been done by the delivery service I choose. 
I have always called the post office/shipping carrier to start an investigation. I know that in the US, USPS can provide you with the last gps scan of the item. I had recently received a message from a customer saying she never received her item even though tracking said it was delivered. (Note the item was delivered one month ago) I told her no problem I will intact USPS and have them start an investigation and send me the last gps scan for the item. Within 30 minutes she messaged me to say she had magically found her shipment. 

Note: I would rather get a negative review that be out product and money for a customer who wants to rip off a small business 

[MaraMcCullough]

Clever, I will totally steal that technique. 

[MaraMcCullough]

In my case just happened once, a guy got a bracelet, said it was delivered and he said it was not. I told him to check at his post office or ask the guys next door if they received a package for him because My Responsibility ends when it says Delivered. I'm sorry they left a bad review, you can answer them adding your experience to let your customers know what happened. Scammers are all sizes and all kinds, some even buy and pretend to ship it back for a refund after they worn what they purchased. Sad but it happens. 

[Femmortal]

I am actually sort of on the opposite end of this situation right now. My purchase from an Etsy seller is showing "Delivered" on Friday, Dec 31st, but I never received it. I am absolutely not out to spam anyone by any means. I too am an Etsy seller so I know what it is like to be on that side of the situation as well. The package honestly has not arrived. I am freaking out because it was THE birthday gift for my daughter. 

The sticky part of the situation right now for me is that I want to resolve the issue & receive the item myself without having to involve the seller. They have done their part. - When I am asked by a customer or told an item never arrived, I always let them know that once the package is surrendered to the post office, in their custody that I am no longer in control of the item; there is literally nothing I can do other than phone or email an inquiry unless the buyer has any other ideas. I am 100% willing and ready to help but unsure how much aid I can provide once the package is literally out of my hands. - I am trying to stick to that thought in the role of the buyer now. 

However, the tracking number provided on the etsy invoice page that shows delivered by usps shows "status not available. Tracking number may be incorrect....". So I am not sure what to do. I googled "usps lost package, shows delivered" and found my way to:

 https://www.usps.com/help/missing-mail.htm   

Perhaps you can provide your buyer with that link and they can locate the lost item (if it is honestly lost and shows delivered). The link did not provide me with any help though because it requires a valid tracking number so it looks like I will have to bother the seller after all. 

Regarding the frequency of these little events, they have been happening to me more and more often as a buyer. It is SO frustrating as the buyer obviously but also as an experienced seller because I can totally see how it looks to the shop owner/seller. 9 times out of 10 the package shows up either dropped off by the mailman the next day or by someone around in my neighborhood. 

Sorry to be so lengthy. I am really sorry about the negative feedback you received, it is unfair as you have no control over usps delivery and tracking history. I hope my 2 cents and perspective are of some help. 

[PohakantenDreams]

From what I know, an unfair negative review can be removed by etsy. If a buyer is doing a scam, they might threaten a negative review, but once they do the review, they lost their edge. Fortunately, negative reviews of any kind are rare, if your shop is running well. I just got a funny one, where I am not sure what went on with it. This one they did get the item. But a month later they contacted me that they wanted to return it, a charm holder, because it didn't go with the other "gift" they got. I don't usually do returns, but sometimes if the situation is right. This was way off of that mark. The funny part is that they didn't contact me from the profile that purchased it. It said it was from the same city and could have been they had more than one account. I told them if they were the same person, they could contact from that one. But Etsy doesn't support returning items after two or three days, because someone changed their mind. They never did make any more contacts.