Sent Package to Name / Address that the Buyer Doesn't Know

[MiataThingsLLC]

UI recently shipped a package to the name and address provided by Etsy. It has been delivered. The buyer claims that they have no knowledge of the name or address it was sent to, and it is not theirs. The buyer is requesting wither another item, or a refund. This is an expensive item. As the post office delivered it to the address provided, no claim can be made.

Has anyone ever received an incorrect address from Etsy that was Etsy's fault? How would you suggest I proceed? 

[LePourquoiDuComment]

The address is provided by the buyer, not by Etsy. Have you kept a receipt, with the address you have shipped to ? 

[MiataThingsLLC]

Absolutely. And the Etsy order clearly shows the "wrong" address. 

[NanaLetha]

The buyer gets at least 2 chances to see what address they have entered and where the package will be delivered. Advise them to check the name and address on their account. Etsy does not change addresses.

[SVGRox]

It's a customer error or someone stole their card

[TBQSC]

Since you shipped to the address provided by the buyer at checkout, then you are off the hook ... you did your part, and Etsy should provide you seller protection (provided you have met all criteria).  Buyer will need to check their Etsy account address ... if it is wrong, they need to correct it.  If they want the item again, they will need to repurchase it using their correct address.  You do not owe them a replacement or a refund.  If the buyer has a problem with that, they can take it up with Etsy.  Too many scams happening lately and this certainly could be another one.  Good luck!  

[hopeandjoystudios]

If it was over $250 not sure you have any Etsy protection. BUT I  would scream to high heaven if it was sent to the provided address and they are now saying it was a bad address and Etsy refunded from my account!

[CanningCrafts]

I also once had a buyer claim she didn't know who's shipping address her item was shipped to. I used the address that was given to me on Etsy. I used Etsy chat & told them the buyer had no idea who's address was on the order. They looked at her account & confirmed it was an address stored in her account that she had even shipped to before. I told the buyer this & she never replied back. 

You do not owe anyone a refund if it went to the address given to you. If you think the buyer may become a problem, you can try to preemptively chat with Etsy to see if that address is on the buyer's account, then tell them that.  Old/wrong addresses can also import from ApplePay or PayPal. But the buyer is given multiple chances to review + the order confirmation email too.

[AAANativeArts]

Did you check the tracking to be sure it was sent to the address provided on the order? Call your local post office and ask for your Postmaster if you didn't, and have her check the GPS. Or whatever company shipped it. Shippers do occasionally make a mistake and deliver to the wrong address, although it is fairly rare.

If that was the case, and it was insured, USPS will usually deny the claim the first time if it says Delivered, but will pay on Appeal when you send documentation that it was delivered to the wrong address. You would still need to refund the customer, in that case only, then recoup from the shipper.

Is she acknowledging she placed the order? If not, her credit card may have been stolen. If so, that is Etsy's responsibility to verify.  Again, Etsy should cover that, not you. She could also do a chargeback on her credit card and Etsy is supposed to fight that for you.

If it was sent to the address on the order, that is customer error and you are not responsible for that.

[ScrubHeads]

I REALLY wish when customers open an account or put in an address as a guest that Etsy would check it and make sure is correct/USPS verified etc...I am constantly getting orders with a house number but no street name, no last name, part of the address on one line and rest of it on another line. I end up having to track down correct addresses, reaching out to customers and frequently don't get a response so have to update ship by date and have ended up cancelling orders because of it. There has to be a way to put something in the system to catch errors....Thanks, frustrating.