Package did not arrive, tracking number not valid

[GinkgoByLaura]

Hi all,

I'm having an issue and could use some advice...  I shipped a package to a customer via First Class mail.  The package was scanned in my city (scan says' origin processing') and then again at the biggest city near the destination address (scan says 'destination processing').  And that is where it has been sitting for 4 days.  Usually, I tell customers to just sit tight and USPS will eventually deliver the package.  That is been true for all of my orders so far.

However, the difference this time is that the tracking number assigned by USPS when I made the Etsy label, is not valid.  I copy it directly from the Etsy page and put it into USPS and I get this message:  

Status Not Available

The tracking number may be incorrect or the status update is not yet available. Please verify your tracking number and try again later.

The customer has filed a Help Request 4 days ago.  That means she can file a case against me.  I've never had this happen.  I could refund the customer and end it all and just lose the money.  I suppose she might be honest and tell me if the items arrives after all, but then again, she may not.  Is a refund the best approach?  Or should I let Etsy get involved?

Thanks for any information or advice you have.

Laura  (shop: Ginkgo by Laura)

[NanaLetha]

@GinkgoByLaura  First Class package mail has not be available for well over a year. You probably used Ground Advantage. Double check the label you purchased

[CanningCrafts]

I've had the Status Not Available message before, but it usually just shows up after the label is created & before it gets scanned first. It seems odd that 4+ days later, you get that message. Do any of your other current orders get that same message on USPS? It's possible the website is just "down" & not able to retrieve data at the moment... you apparently can see some tracking info on Etsy, so that shows it is valid I think? You could screenshot that info & show it to the customer.

I wouldn't get Etsy involved. It's up to you to help your customer. If the customer filed a help request with USPS, wait to see what happens. It is unfortunate if a package looks like it's sitting for 4 days, but it's also possible it left that PO & didn't get scanned. How long has it been since you even mailed it? GA typically takes 3-5 business days to deliver, but there can always be delays.

[BagmakerSupply]

@GinkgoByLaura: If the package you sent was a First Class Mail Flat then that class of mail does not have USPS tracking.

What you are given is essentially a Pitney Bowes serial number. Have you read https://help.etsy.com/hc/en-us/articles/360039466434-How-to-Ship-First-Class-Flats-and-Letters-with-... particularly the section titled 'How tracking works for flats and letters'?

[ThePaintedCellarCo]

I once transposed a number wrong when I entered it into the USPS system for tracking. I also kept getting the same message. finally I checked what I entered against what was on my receipt, as I had mailed from my post office, and saw I had made a mistake of one number. when I corrected it, I saw the package was indeed going to its destination. 

[TBQSC]

@GinkgoByLaura  can you find ANY information by putting your tracking # here @ https://pitneybowes.shipment.co/track/

Shipping via Etsy Labels First Class Letters / Flats are given a "tracking #" but it is really more of a "delivery confirmation #" for like a tray of letters that ship together in bulk.  These #'s cannot be tracked via USPS, only via Etsy &/or PB directly.  MANY times these items tracking will forever stay "in transit" when in fact they have actually been delivered.  Unscrupulous buyers know how to play the "in transit" game knowing they can get freebies by saying they never received their order, so the seller will then reship the item &/or issue a full refund.  DON'T GET CAUGHT UP IN THIS GAME!  While the tracking may show as "pre-transit" or "in-transit", it actually is most likely delivered!  This is why most sellers have stopped using this cheap shipping service and now only ship via USPS Ground Advantage which has a true USPS tracking # and includes up to $100 insurance ... < none of that is available with FCM Letters/Flats.  IMHO, this "upgrade" is well worth the extra expense for both buyer & seller.  Best of luck, hope you can find your package!

[GinkgoByLaura]

Yes, I know that there isn't a true tracking number for this type of shipping.  I've sent a lot of packages and none have actually been lost, tho many have said 'in transit' when they have actually been delivered. 

Is this case, it appears that PB is out of order.  When I type the tracking number into PB, I get an error message that says:

"We are unable to retrieve tracking information at this time. The system is having a temporary issue. Check back later. We apologize for the inconvenience."

On the Etsy website, I can see that the package left Des Moines on November 22,  is sitting in Birmingham AL as of November 27.  The end result is that the package is lost somewhere in Alabama....

Be that as it is, this question is more about what to do now than about the package...  Does Etsy do anything about this type of situation?  I read that there is some sort of refund policy but it seems like the customer has to file a case etc. etc.  All of that just sounds like a bad idea.  I hate to lose the money, especially since it is likely that the package will arrive at some point and the customer may just keep it........  But, if you have any info on the Etsy refund policy, I'd appreciate learning about it. 

[TBQSC · Accepted solution]

@GinkgoByLaura -- some helpful info Etsy Refund Policy

"Etsy's Purchase Protection for Sellers" -- https://help.etsy.com/hc/en-us/articles/5850122619287-What-is-Etsy-s-Purchase-Protection-for-Sellers...

"What If My Buyer's Package Gets Lost?" -- https://help.etsy.com/hc/en-us/articles/360050349953-What-if-My-Buyer-s-Package-Gets-Lost?segment=se...

[GinkgoByLaura]

Thanks to everyone for the information.