Packages delivered but customer says did not receive

[GinasTreasureHunt]

Hi I am Giina I am a seller on ETSY  I have a problem  I have had two customers who claim they did not receive their order.  I on a daily basis check my orders to see if they were delivered.  Both shipping labels tracking were delivered.  The customers still claim they did not received the items.  So I called and opened a case and they investigated the matters.  The post office gave me a date and time that the items were delivered so what do I do.  Im not at fault because I did my job by getting the packages to the post office and the post office has proof that they were delivered.  

Gina ginastreasurechest

[SnappyBaby]

The USPS has a process that your customers can go through to file theft of a package.  However, it's very possible the packages were misdelivered.  I always tell my customers to check with the postal delivery person and neighbors just in case it was delivered incorrectly.  Then, if they can't find it, they have to go through the USPS. I've had several packages delivered days after they are marked off as delivered, too, so it's possible the delivery person still has it in their possession. 

[BeJeweledByDEBORAH]

I experienced something similar a couple of days ago. Tracking showed "Delivered", but package was not delivered per customer. I suggested customer leave note for carrier the next day to ask where the package was. As it turned out, the carrier had scanned it as delivered, but it was too large to fit in her box, and for unknown reasons, the carrier chose not to take it to her porch...it was still on his truck. He left it for her the following day. 

[NiciLaskin]

when they scan delivered on there scanner it actually has a GPS location on where they can see where it was delivered

sometimes they scan it delivered when they put it in their post trucks , which they should not do as per my Postmaster

your customer will have to go to their post office and deal with that , they can pull it up and see if it was misdelivered , if it was not and it was stolen out of their post box they can file for stolen post

replacement is up to you , I usually tell them to file for stolen post and give me the case number and i will replace it case by case

most customers do not bother to go and do that . They do give you negative feedback if you do not replace which i think is unfair

[NancyQstudio]

I've had this happen.  In one case the buyer was incredibly helpful!  USPS stated it was delivered.  And it was, just not to their address which they falsely claimed it had been.  My buyer drove around her area and found her packages on the porch of an empty house.  Thankfully that outcome was a positive one.  

Another time a misdelivery happened I asked my buyer to contact their local carrier who delivers their mail and ask neighbors if it had been sent to them.  I called her local post office to inquire about the lost package and to ask them to check GPS.  That package was recovered as well.  It was accidentally delivered to a neighbor.

Unfortunately there are not always positive outcomes with these situations.  But I have found it helpful to ask for the buyers help while being supportive. This has assisted in recovery and maintaining positive customer relationships. 

[cutebutton]

Another thing that sometimes happens is that packages will be scanned delivered by accident and then they will be delivered the next day.

I had one package that a person asked me about and I could look at the tracking and it said, delivered- picked up by person- post office 3 AM.  Obviously I immediately knew that was a post office error and the customer and I laughed about it and it was delivered the very next day.

In all my time selling I have only had 1 package for real lost and the rest were able to be located without much effort.  

[ModAngie · Accepted solution]

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