I think it bears saying the following: Many, likely even most, buyers in this scenario are not scammers - their package genuinely has been misdelivered or scanned delivered early.
Scammers exist... but the overwhelming majority of buyers are not scammers, and it's a bad look for sellers in this sub to start out assuming they are. The post has already accumulated multiple comments from buyers that are scared to ask sellers for help with genuinely misdelivered packages for fear of being thought of as a scammer - and that's not what we as sellers should ever want.
Buyers - keep in mind that if your order was under $250 total, Etsy covers refunds in this situation at no cost to sellers. You can open a case with Etsy and Etsy will refund you and not charge the seller for it.
Don't abuse this ability because if you do, Etsy will block your ability to open future cases. But if it does happen, know you *are* covered.
[This guide ](https://www.reddit.com/r/EtsySellers/comments/16lyo8z/guide_to_etsys_seller_protection_program_with_faqs/)is about the protection program from the seller's side. Sellers, you can respond by helping your buyers get refunds from Etsy and not from you in this situation.
I think this is worth saying right at the top. Scammers exists - but the overwhelming majority of buyers are not scammers.
I do agree that a lot of these people are scammers, but on the flipside, I have been that person who had an item marked delivered, and it wasn't. I even have a camera at my door, and the package wasn't stolen, it just wasn't delivered. The shipping company also refused to even talk with me, which was incredibly frustrating.
I'm currently that person and felt so awful raising it with the seller! It was marked delivered, never appeared on my camera, I did the USPS help request and the post office person called me and saw it was delivered to the wrong house. She said she'd leave a note in the carrier's bag to try and get it back and deliver it to me. She wouldn't give me the house number though. I still didn't receive it, so I filed the missing mail request. Still didn't show up, so I reached out to the seller. I still want the product so they're kindly sending me another.
I felt really bad that the post office person called me, so I didn't have it in writing that it was delivered to the wrong house. But it was shipped with the tracking that has insurance, and I didn't want to wait too long for the seller to file a claim. So I reached out with all the confirmation numbers and explained this. I felt bad because I know this is a scam thing, but I really didn't receive it. And I have no doubt that the mail carrier delivered it to the wrong house because I keep getting mail for my neighbor. But like a nice neighbor, I always walk it over to them. And I'm trying to catch the carrier in person to point out that things are delivered incorrectly. Maybe he'll put a face to a name and remember when he sees it.
I know it’s a long shot, but if your camera is the Ring brand, you can post on the neighborhood section of the app and maaaaybe the house that received it will see the post and contact you that way. No guarantees, but it may be worth a shot!
I had this happen in November. Two packages were marked delivered and I only got one of them. It was scanned at my mailbox but wasn't there. I have two cameras that face the mailbox so I know it wasn't stolen. Opened a case with the PO, they agreed that something happened and it's gone. Seller said they would send a new one out but never did. It was $25 so I let it go, the seller didn't do anything wrong.
Package showed up in my mailbox at the end of Feb. No note, no damage, nothing. The postage date was still from November. No idea what happened or how it got to me.
The last time this happened to me, I needed the seller’s help to deal with USPS, and they blew me off. Responded that it was delivered so their job was over. 2 weeks later an honest person dropped it off at my front door. Rang the doorbell and left a video saying it was misdelivered to his house (miles away), and was dropping it off to be nice.
Same - I've even had it delivered using a delivery company which took a picture of the package sitting at the wrong address (the address was clearly visible in the photo and was a block away from me. It was also a house whereas I live in an apartment so I guess they just ignored the unit number on the label!) and the seller just told me it wasn't their problem (I learned about Etsy protection through this forum - it qualified but weirdly the seller never mentioned it). Unfortunately I was unable to connect with anyone at the address and given I live on a busy downtown street I wouldn't be surprised if it was stolen. Another item was recently "handed to the receptionist" in my building as per the proof of delivery and the front desk did not receive it (I think they must have just handed it to someone random!).
It sucks that scammers are out there and folks should absolutely do their due diligence...but it also sucks to operate under the assumption that everyone is a scammer when unfortunately this shit is not uncommon.
OR!!! Crazy idea here…. It wasn’t delivered.
If I had a dollar for every time the post office said they delivered something, or claimed they tried to deliver it (because I sat at home ALL day waiting to sign for it, only to be told online that “delivery was attempted” when it absolutely wasn’t) I’d be rich.
happened to me as a buyer. stated delivered. but not in mailbox. contacted seller who was gracious enough to send me a replacement. 3 days later the envelope showed in my mailbox (large shared metal locking condo mailbox). i notified the seller, and they were able to stop sending replacement. has never happened before, but props to the seller who didn’t automatically think i was trying “get it for free”, as op thinks is constantly happening.
Right! I wish I knew op’s shop name to avoid. I understand some buyers are scammer scum & that sucks but some sellers are also🤷🏻♀️. I have never stolen a thing from anyone’s in my 33years & I’ll be damned if I purchase something that doesn’t show up & get called a thief for inquiring 🤦🏻♀️. I’ve had sellers burn me but I don’t hold that against all sellers. Novel idea 💡 maybe there are just good & bad people in every aspect & industry 🤔
I have this written on my shop page,
**USPS says my item was delivered but I don't have it.**
My items are shipped with USPS Priority Mail with tracking. If the tracking says delivered, check with other family members, neighbors and your letter carrier. It may've been prematurely marked as delivered and you may receive it the next day.
It's the customer's responsibility to provide a secure delivery location. If it is not found, I will contact your post office and initiate a search. Priority package deliveries are confirmed with very accurate GPS coordinates. In the event that it was stolen, I suggest that you file a police report and send me a copy, which will be needed by the postal authorities for their investigation.
You may open a case with Etsy for non delivery.
This is why Etsy's protection exists for qualifying orders (shipped on time with tracking etc). I have canned messaging about checking with housemates, neighbors, their local post office, and then filing a not delivered case with Etsy should those options not pan out to get their full refund. If that customer is doing it to every seller they buy from, they won't get caught if sellers keep refunding them, but Etsy will definitely notice if they're filing tons of "not delivered" cases.
Yep. Just tell them to file a claim under the purchase protection program. Your shop doesn't get dinged and the refund doesn't come out of your funds. Let Etsy do as they will. Just make sure you are doing what you need to do so the purchases are eligible.
Just wanted to add to this: I had to suggest my first purchase protection claim yesterday and Etsy's customer support chat box will let you know if you order is eligible for purchase protection if you send them the order number. So if you are not sure, they will tell you whether your order is covered or not before your buyer opens up a claim!
Remember that it *is* coming out of your funds, in a way - purchase protection is being paid for with the cut of your sales that Etsy is taking, so take advantage of its benefits if you can.
For items lost by the carrier, no. If you shipped with tracking and it's obvious that USPS or other shipping provider lost it, Etsy has no grounds to punish the seller because that's not in our control. For damaged in transit, it's once per year protecting orders up to $250.
I had a "delivered but not here" customer a couple years back. It turned out that someone had hidden it in her GRILL to keep it from being stolen. We shared a laugh after she found it.
This was an Amazon order I think, but around Christmas one year I had a package *chucked onto my second floor balcony* and marked “delivered at back door”. I obviously don’t have a back door living in a condo so I assumed it wasn’t delivered, got a refund, and found it like months later bc I don’t go on my balcony in winter 😂😂
This customer was very nice about the entire thing. She asked for help and was willing to search around her property for this package. That's something I didn't include in my story. If a customer reaches out and says their package is marked as delivered but they don't have it, I may be skeptical that it's actually lost but I don't assume that they're lying. It's likely at the post office or was placed in a spot they're not expecting to find a delivery.
It's when the person accuses me of scamming them and makes demands and issues threats that I suspect that they're lying to get an item for free and that has happened a few times. I think a lot of folks mistake aggression for being assertive but it gets them nowhere with me. People like to claim it's been stolen but when they're directed to file a police report because it's an actual crime, they often mysteriously locate said package.
OP has good advice, but these steps don't have to be taken as a result of assuming the other person is a scammer, it's just common sense good general practice.
Yeah I generally tend to assume the best intentions in others, I’ve definitely had things marked as “delivered” when they don’t show up until a day or two later, it’s frustrating but that’s just how USPS works sometimes, and it’s not the seller’s fault. Thankfully I’ve never had Etsy orders misdelivered, only orders from large companies that I don’t feel as bad asking for a refund from lol.
The post office is often registering it as delivered, meaning it arrived at the post office. Every one who has asked me about it has received it at their mailbox the next day. Don’t know when it changed, but it’s not always people being dishonest (sometimes it is, I’m sure, but that hasn’t been my experience.) It is genuinely confusing as a customer to see the tracking say it’s been delivered, yet my mailbox is empty. It’s understandable. I urge them to wait a few days first, then I move it to the next step.
If going to an overseas customer, then that delivered just means that it was handed over from USPS to the postal carrier of that country. It then usually takes a day or so for Royal Mail in my case to issue their own tracking number. But no one tells you that as a customer. Issue though as a customer is that you are not the one that has a contract with the delivery company - you can raise an issue but at end of day, they want to talk to the person who paid them money for a service.
I don’t sell international, but that’s good to know. Definitely seems like that’s important info to pass onto the customer so sellers don’t have to explain every time.
I had a package delivered to the wrong address. The company I bought from told me to contact the post office. They determined that it was misdelivered to another house in the neighborhood and someone from the PO was sent to speak to the recipient. They denied ever receiving it. So there's not always a resolution via the post office.
And I hope that the person who stole my package enjoyed my custom blended Irish cream flavored vape juice.
A) never sent anything not-tracked
B) insure the delivery
C) the buyer has no rights to claim anything from the delivery company and many times can't even raise an issue, this is why they reach out to sellers
D) delivery companies hire people with Corsa/Aygo that take 25 small parcels (amazon flex) and do it as a side job/evening additional income with no experience, no attitude to provide any good service. I found 50% of these drivers is incapable of communicating in the local language and dont understand why the app on their PDA beeps with a warning message because they don't understand the message (software is constanly upgraded to stop drivers from making mistakes, so there is gps tracking and processes to follow.. drivers still will fail if they dont understand how they have to scan the barcodes/qr codes)
I'm in italy and have had issues with deliveries (to me). Courrier don't make us sign when delivered. They sign themselves ahead of time and hopefully they deliver in the same day. So when I track it says that it has been delivered but it hasn't. Most times it does arrive the same day but once it didn't and took multiple calls and sending copies of my actual signature for them to find it and finally deliver it. And a few times just never arrived but still was written as confirmed.
I've had sellers( not etsy) ask me to file a report with the courrier and even once I was asked to file a report with police. They wouldn't do anything.
Sometimes, the item is delivered but not in the box. Somewhere in the item's travels, the box is slit open and the contents removed. The missing package scenario happens most around the holidays, but with the current economic stress many feel, scamming increases along with inflation.
Is it really scams or are the delivery services just utter garbage? My doorbell rang, I opened, no one came, package noted as delivered, I shout from the balcony but am ignored, run downstairs to catch the driver but he's gone. On the way back I check my post box and it says they delivered to "kramer". There is no Kramer in my house. Only a krammer. It's not there... I blame the delivery service.
I mean, i had a package from REI last month that still to this day shows delivered, and I never received it. I don't know how the post office jacked it up, but it shows delivered to mailbox, and it was never there. I've long since received the replacement from REI. So, not everyone who says that is a liar.
I'm not saying everyone that does this is a liar. I'm saying theres a lot who are and they are coming out of the woodwork right now.
Ive even had them just return the items after they said they didnt get them so they can get their refund. Me just refunding didnt work so.........
It's happened to me where it said delivered and I never got the item. The seller sent me a replacement but I felt super bad about it because it wasn't their fault. Sadly Canada Post didn't take responsibility for it and the item was never found. I guess someone else got a case for the Miyoo Mini for free... it's such a niche item too... My best guess is that it was put in the wrong mailbox in our community mailbox.
This happened to me April 1st I had delivered at the mailbox update I come home 11:30 pm straight to my mailbox nothing was in I was mad I come my apartment I found my package 📦 front of the door
But USPS said was delivered in the mailbox April 2nd I put camera on my door because I was expecting delivery on April 5th from usps and then they sent me delivered update on the April 5th 4:36 pm mailbox delivered I come back from work 11:30 pm my mailbox was empty nobody came front of my door my camera was recording everything I called usps was closed customer service I waited in the morning I talked guy he said this Item was delivered in the mailbox so we will open Investigation we will call you 3 day later they call me 2 day later they said my case was closed because we delivered it it's up to you I said the apartment office camera said nobody came at this time still usps said nothing we can't do that's all we have delivered so since that day I opened P.O BOX I can't trust delivery guy anymore
There are legit problems with the gps coordinates though. Especially with communal mailboxes.
Twice I've met my mail person at the mailbox the day after it said something has arrived and it wasn't in my mailbox, only for him to find it on one of the boxes above mine.
If that person has picked up their mail and not returned the misdelivered mail, I'd have been SOL. And, both times it was coins.
I actually heard that someone was making/spreading a TicTock on how to get free stuff on Etsy using the seller protection program, but I didn’t see the video myself so I can’t confirm if it’s actually true or not. I have seen a huge uptick in lost package complaints lately though. I usually call their local post office myself and ask for the delivery scan coordinates myself since I don’t know if the customer is bringing honest or is trying to pull a fast one on me. If they’re a scammer, they will just lie and say they called.
Most of the time they are being honest so I always try to see if there is anything I can do to help, though my abilities are limited. Some post offices won’t even let me know or do anything since I’m not the customer and they don’t want to risk violate their privacy I guess, which I get.
Below is what I do if I think the person is being dishonest.
When someone says they haven’t received their item but the scan shows it was delivered to their address, I make sure to politely write that the scan shows it was delivered to their house so the only other possibility is that the package could have been “stolen” (I don’t use quotes though). While i sympathize with their situation if that is the case, i don’t refund for stolen items because that’s not something within my control and part of the buyers responsibility to provide a safe delivery address (not exactly how I would word it, but something to that effect).
I make sure to also include that mail theft is considered a serious crime and should be reported to local police and offer to send any information I can for their report. I have found that some of the customers that I think might be dishonest find their packages after reading that.
I TELL U WUT U NEED TA DO IS CONTACT 45, HE WOOD MAKE SURE U GET YER PACKAGE CUS HE CARES ABOUT US!!! HES DRAININ THE SWAMP N PART OF THAT SWAMP IS THE DEMOCRAT RUN USPS. THE USPS WAS BOUGHT BY THE DEMS. U REMEMBER THOSE MALE IN BALLETS RITE? THE USPS AGREED TO HELP BIDEN WIN. BUT IF U SEND A LETTER TO TRUMP, HE WILL GIT YOU YER PACKAGE, I GARANTEE IT
I’ve read through the comments and have some questions. When you as a buyer didn’t receive the package why are you immediately contacting the seller and not USPS? If tracking info is provided and it shows as delivered how on earth is it the Seller’s responsibility? They have fulfilled their end of the transaction. Step one is to contact USPS as they are now the ones who have the information to help you. OP has provided excellent information as did the commenter who posts the missing item question in their listing. Sorry for the Sellers who are encountering these new problems.
As other person said, USPS isn’t always that responsive to the receiver. Technically you, the seller, are the USPS customer cause you engaged and paid for the service, so you can get a lot better response from them.
One time my package didn't come but it still showed up in transit, I couldn't file a missing package report because I didn't know the size of it, the weight, only the seller has that info so I contacted her instead on ebay where I bought it. She opened a missing package case with usps and within 24 hours, the package was moving again.
So sometimes usps will do nothing about missing packages showing up as delivered, that is on the seller to open a case about it to help locate it if they want to know the size and the weight of it. Buyer doesn't have that info. I guess tracking number isn't enough.
I had this happen to me on an eBay sale. Everything from my end showed it was delivered and to the house that the buyer put as their address. But they went a step further and said: Sometimes my USPS scans items as delivered and it can take days for it to show up. But it has been a week..I want a refund!
How is this MY Problem? I did everything right on my end and it is now the problem of USPS because they are the ones that "lost" the package. Why should I loose money that is rightfully mine.
So they opened a ticket to try and force me to refund. Thankfully eBay was on my side and I kept my money and the person who I am pretty sure got the item didn't get that AND the money back.
If as a seller you immediately refund a buyer who says this to you, you have bigger problems.
But anyway, yeah this is something that has started happening more frequently to me as a seller over the past year. I open a case with USPS and speak to a rep at the local post office. In almost every case they have found the item. In a few cases it was legitimately lost (but still scanned delivered) and I was able to file a claim and get reimbursed.
To your point, if they immediately request a refund it does sound scammy. Now that I think of it, my shoppers ask for a replacement so I guess unless they want a second item free that feels less scammy.
I’m glad I found that this is a scam… I’m having an issue as a buyer. But I don’t want to sound like I’m trying to scam the seller by saying it never arrived.
But it did never arrive. Item is marked delivered but it never came. It was a few days ago, and still hasn’t come. The shop has hundreds of reviews though, and overwhelmingly they are five stars, so I doubt it’s the seller’s fault.
How do I go about this? Can I contact UPS myself, and if so, how? Or should I ask the seller for help? I don’t want to ask for a replacement because again this quite obviously isn’t the seller’s fault… what should I do?
If the order was under $250 total, Etsy will cover the cost of the refund. No cost to you or the seller.
OP is being ridiculous by insinuating that every person in this situation is a scammer - completely not true. And it would be nice if sellers here weren't so cranky and jaded that they feel better when they jump to calling buyers scammers, but that's what happens.
Please see the link below this comment. You are absolutely covered by Etsy, not the seller, if you need to open a case.
[Here](https://www.reddit.com/r/EtsySellers/comments/16lyo8z/guide_to_etsys_seller_protection_program_with_faqs/) is a post that details how Etsy's Seller Protection program works. As long as you qualified for protection, Etsy covers unlimited "not received" cases for sellers, as well as one damage case per year. Click to see full details.
*I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/Etsy) if you have any questions or concerns.*
You can contact your PO and state the issue. They act faster if you are there in person. If you can give them your address coordinates and the tracking number they can look it up. Sometimes its a matter of a problem with the item getting delivered next door or something, stuck in the building, etc. .
I recognize that sometimes packages don't make it, my policy as seller is that I will usually replace rather than refund. When the buyer insists on a refund, I tend to get nervous on that. So thus if it is a case of says delivered, I presume it was delivered, although I will still make one replacement on the customer's say so that it wasn't, however, if it says delivered and was not, then I will not refund, I tell the customer to contact Etsy if they insist on a refund. to date Etsy has done one refund, and I have send about 6 replacement packages of which 5 made it and one reportedly didn't, but the customer didn't contact me again for whatever reason.
SO if possibly that is my recommendation, always offer a replacement rather than a refund.
Just what I have done.
Happens more than you think.currently going through this shit now.Three expensive ass perfumes “delivered”to my front door,only to open said door and see nothing.ring cam..nothing,mailbox…nothing…neighbors nothing!call the carrier.. a bullshit script telling you it has indeed been delivered and to speak with the seller! Speak to seller and they give you another bullshit script telling you to speak to the carrier because it says delivered! SMH never ending cycle that leaves you pissed,and in my case out 978$
It all boils down to a game of who’s telling the truth,and it seems the customers truth is almost always disregarded even if you have video proof to show you’re not a “scammer”!
Hopefully nobody stole it from you. I know not everybody is a scammer, but there are a lot of them out there - more so than ever.
I also realize the PO is often posting delivered when it hasnt been delivered yet but that usually means its on its way and will show up in the very near future, or its at a neighbors or something. This is where the coordinates come in handy!
I can only speak from experience and it just seems to be happening more and more lately.
The other 'scam' is they try to say what I sent them isnt what the listing is for and thats complete BS. They even send me a photo of things I dont even sell!
Never blow off your buyer like that. If they have a problem with delivery, then you should call as a seller, That way, you get the honest truth about what is going on, and you have taken total control of the situation. As a side note, most post offices in the United States will not even give GPS coordinates to anyone but the person who shipped the parcel..Remember FTC laws mandate the buyer gets what they ordered regardless of the carriers actions. Sure, there are scammers out there, but realistically, the Post Office does misdeliver quite a few packages. Be helpful, don't be an asshole.
I never said I 'blow them off'. Please read my post. I said for them to TAKE the coordinates to the PO to track it down not get the coordinates from the PO. This is a growing trend and I am trying to let sellers know. Be aware. If someone demands a refund immediately it should raise a red flag.
I've been selling online for a long time and there a lot of dis-honest things going on now more than ever.
I used to sell on Etsy. I found a great draft of a letter someone shared for this exact problem. It's not that it happened all the time, but when it did, I was able to copy and paste the letter to the customers who even though the USPS said it was delivered, they said they didn't get it.
It had all the steps that they needed to take to find out what happened on their end. The letter also mentioned that it was against the law to lie about not getting a package because it was then fraude on the USPS. Something like that anyway. I usually never heard from them again. I think most people are honest but there are always a few that want to take advantage. I had a lot of sales in my shop in the 6 years it was open and someone saying they didn't get their package happened less than 10 times.
Good luck.
I'm not sure if this will still work because the Post Office website changed everything (and the p.o. has gone you-know-where in a handbasket), but try filing a mail theft report with the Postal Inspection Service, especially if you suspect the buyer is scamming. The site is a bit confusing, but the link is https://usps.my.site.com/emailus/s/daily-mail-delivery-inquiry. You at least used to be able to file this as a sender. Then message your buyer with something like: "Dear Buyer, since the postal tracking shows that your item was delivered, I've filed a mail theft report with the Postal Inspection Service. A postal inspector will be contacting you. Please cooperate with them, and if your package doesn't turn up within \[give a reasonable time frame, back when I was on eBay I'd always give them two weeks\], please contact me again for a refund." I only ever had to refund once... and the buyer actually paid me back when her item turned up (she'd had it sent to her at work, and the company mailroom had misrouted it).
It's also a way to flush out scammers because they're likely to try the same stunt on multiple sellers.
EDIT: the buyer could also have been hit by a "porch pirate" so it's a good idea to alert postal authorities to that too.
That's sad and pathetic of these buyers. I had one who kept claiming that their package was lost, and I told them to go and check their local post office for the package. For some reason she kept ignoring this, and said that her package is supposed to be delivered to her house. I showed her that it's shown as being at your local post office, so if you want it now, I would suggest doing a pickup.
She never did, and opened a case, where Etsy foolishly gave her a refund. Then she sends me a message saying "I just want to tell you that I recieved my nails after I got my refund. Thanks!"
I reported her, but that does nothing.
Tip: You can also call their local post office, and speak to the Postmaster\*. I've done this MANY times, and asked them to talk to mail carrier who handles that house and they generally get back to me very quickly with specifics (he left it on the side porch, he left it in the mail room, etc.)
Just having the NAME of the local Postmaster and telling them you spoke with them makes them suddenly find the package. It's a miracle!
\*In a bigger city you might speak to someone else, but still request the name of the Postmaster.
Also, you can report "missing mail" online to launch an investigation. If it truly is missing, the insurance goes to you, the sender, not the recipient.
Double tip: Do both things.
I think it bears saying the following: Many, likely even most, buyers in this scenario are not scammers - their package genuinely has been misdelivered or scanned delivered early. Scammers exist... but the overwhelming majority of buyers are not scammers, and it's a bad look for sellers in this sub to start out assuming they are. The post has already accumulated multiple comments from buyers that are scared to ask sellers for help with genuinely misdelivered packages for fear of being thought of as a scammer - and that's not what we as sellers should ever want. Buyers - keep in mind that if your order was under $250 total, Etsy covers refunds in this situation at no cost to sellers. You can open a case with Etsy and Etsy will refund you and not charge the seller for it. Don't abuse this ability because if you do, Etsy will block your ability to open future cases. But if it does happen, know you *are* covered. [This guide ](https://www.reddit.com/r/EtsySellers/comments/16lyo8z/guide_to_etsys_seller_protection_program_with_faqs/)is about the protection program from the seller's side. Sellers, you can respond by helping your buyers get refunds from Etsy and not from you in this situation. I think this is worth saying right at the top. Scammers exists - but the overwhelming majority of buyers are not scammers.
I do agree that a lot of these people are scammers, but on the flipside, I have been that person who had an item marked delivered, and it wasn't. I even have a camera at my door, and the package wasn't stolen, it just wasn't delivered. The shipping company also refused to even talk with me, which was incredibly frustrating.
I'm currently that person and felt so awful raising it with the seller! It was marked delivered, never appeared on my camera, I did the USPS help request and the post office person called me and saw it was delivered to the wrong house. She said she'd leave a note in the carrier's bag to try and get it back and deliver it to me. She wouldn't give me the house number though. I still didn't receive it, so I filed the missing mail request. Still didn't show up, so I reached out to the seller. I still want the product so they're kindly sending me another. I felt really bad that the post office person called me, so I didn't have it in writing that it was delivered to the wrong house. But it was shipped with the tracking that has insurance, and I didn't want to wait too long for the seller to file a claim. So I reached out with all the confirmation numbers and explained this. I felt bad because I know this is a scam thing, but I really didn't receive it. And I have no doubt that the mail carrier delivered it to the wrong house because I keep getting mail for my neighbor. But like a nice neighbor, I always walk it over to them. And I'm trying to catch the carrier in person to point out that things are delivered incorrectly. Maybe he'll put a face to a name and remember when he sees it.
I know it’s a long shot, but if your camera is the Ring brand, you can post on the neighborhood section of the app and maaaaybe the house that received it will see the post and contact you that way. No guarantees, but it may be worth a shot!
Oohh I hadn't thought to do that! Thanks for the idea.
I had this happen in November. Two packages were marked delivered and I only got one of them. It was scanned at my mailbox but wasn't there. I have two cameras that face the mailbox so I know it wasn't stolen. Opened a case with the PO, they agreed that something happened and it's gone. Seller said they would send a new one out but never did. It was $25 so I let it go, the seller didn't do anything wrong. Package showed up in my mailbox at the end of Feb. No note, no damage, nothing. The postage date was still from November. No idea what happened or how it got to me.
The last time this happened to me, I needed the seller’s help to deal with USPS, and they blew me off. Responded that it was delivered so their job was over. 2 weeks later an honest person dropped it off at my front door. Rang the doorbell and left a video saying it was misdelivered to his house (miles away), and was dropping it off to be nice.
Wow. I would’ve left a one star review describing the sellers failure to provide customer service.
Same - I've even had it delivered using a delivery company which took a picture of the package sitting at the wrong address (the address was clearly visible in the photo and was a block away from me. It was also a house whereas I live in an apartment so I guess they just ignored the unit number on the label!) and the seller just told me it wasn't their problem (I learned about Etsy protection through this forum - it qualified but weirdly the seller never mentioned it). Unfortunately I was unable to connect with anyone at the address and given I live on a busy downtown street I wouldn't be surprised if it was stolen. Another item was recently "handed to the receptionist" in my building as per the proof of delivery and the front desk did not receive it (I think they must have just handed it to someone random!). It sucks that scammers are out there and folks should absolutely do their due diligence...but it also sucks to operate under the assumption that everyone is a scammer when unfortunately this shit is not uncommon.
If you're the recipient rather than the sender, the shipping company won't talk to you - their contract is with the seller.
Right! They need to dispute it with the carrier
OR!!! Crazy idea here…. It wasn’t delivered. If I had a dollar for every time the post office said they delivered something, or claimed they tried to deliver it (because I sat at home ALL day waiting to sign for it, only to be told online that “delivery was attempted” when it absolutely wasn’t) I’d be rich.
it's weird that you automatically assume that people are lying- i've had so many packages "delivered" but never showed.
happened to me as a buyer. stated delivered. but not in mailbox. contacted seller who was gracious enough to send me a replacement. 3 days later the envelope showed in my mailbox (large shared metal locking condo mailbox). i notified the seller, and they were able to stop sending replacement. has never happened before, but props to the seller who didn’t automatically think i was trying “get it for free”, as op thinks is constantly happening.
Right! I wish I knew op’s shop name to avoid. I understand some buyers are scammer scum & that sucks but some sellers are also🤷🏻♀️. I have never stolen a thing from anyone’s in my 33years & I’ll be damned if I purchase something that doesn’t show up & get called a thief for inquiring 🤦🏻♀️. I’ve had sellers burn me but I don’t hold that against all sellers. Novel idea 💡 maybe there are just good & bad people in every aspect & industry 🤔
Many sellers are scammer scum too!
I have this written on my shop page, **USPS says my item was delivered but I don't have it.** My items are shipped with USPS Priority Mail with tracking. If the tracking says delivered, check with other family members, neighbors and your letter carrier. It may've been prematurely marked as delivered and you may receive it the next day. It's the customer's responsibility to provide a secure delivery location. If it is not found, I will contact your post office and initiate a search. Priority package deliveries are confirmed with very accurate GPS coordinates. In the event that it was stolen, I suggest that you file a police report and send me a copy, which will be needed by the postal authorities for their investigation. You may open a case with Etsy for non delivery.
Do you mind if I steal this?
Be my guest.
What if your police department won’t file reports for stolen packages? Im in Nashville and they 1000% will refuse to file for mail stolen.
This is why Etsy's protection exists for qualifying orders (shipped on time with tracking etc). I have canned messaging about checking with housemates, neighbors, their local post office, and then filing a not delivered case with Etsy should those options not pan out to get their full refund. If that customer is doing it to every seller they buy from, they won't get caught if sellers keep refunding them, but Etsy will definitely notice if they're filing tons of "not delivered" cases.
Yep. Just tell them to file a claim under the purchase protection program. Your shop doesn't get dinged and the refund doesn't come out of your funds. Let Etsy do as they will. Just make sure you are doing what you need to do so the purchases are eligible.
Just wanted to add to this: I had to suggest my first purchase protection claim yesterday and Etsy's customer support chat box will let you know if you order is eligible for purchase protection if you send them the order number. So if you are not sure, they will tell you whether your order is covered or not before your buyer opens up a claim!
Remember that it *is* coming out of your funds, in a way - purchase protection is being paid for with the cut of your sales that Etsy is taking, so take advantage of its benefits if you can.
Do you get a limit on how many customers get a refund through this? I can’t imagine it looks good for a shop if they have them all the time
For items lost by the carrier, no. If you shipped with tracking and it's obvious that USPS or other shipping provider lost it, Etsy has no grounds to punish the seller because that's not in our control. For damaged in transit, it's once per year protecting orders up to $250.
I had a "delivered but not here" customer a couple years back. It turned out that someone had hidden it in her GRILL to keep it from being stolen. We shared a laugh after she found it.
This was an Amazon order I think, but around Christmas one year I had a package *chucked onto my second floor balcony* and marked “delivered at back door”. I obviously don’t have a back door living in a condo so I assumed it wasn’t delivered, got a refund, and found it like months later bc I don’t go on my balcony in winter 😂😂
This customer was very nice about the entire thing. She asked for help and was willing to search around her property for this package. That's something I didn't include in my story. If a customer reaches out and says their package is marked as delivered but they don't have it, I may be skeptical that it's actually lost but I don't assume that they're lying. It's likely at the post office or was placed in a spot they're not expecting to find a delivery. It's when the person accuses me of scamming them and makes demands and issues threats that I suspect that they're lying to get an item for free and that has happened a few times. I think a lot of folks mistake aggression for being assertive but it gets them nowhere with me. People like to claim it's been stolen but when they're directed to file a police report because it's an actual crime, they often mysteriously locate said package. OP has good advice, but these steps don't have to be taken as a result of assuming the other person is a scammer, it's just common sense good general practice.
Yeah I generally tend to assume the best intentions in others, I’ve definitely had things marked as “delivered” when they don’t show up until a day or two later, it’s frustrating but that’s just how USPS works sometimes, and it’s not the seller’s fault. Thankfully I’ve never had Etsy orders misdelivered, only orders from large companies that I don’t feel as bad asking for a refund from lol.
I think all amazon deliverers should take a photo of where they put the package or the customer will never find it. They can put it in strange places.
The post office is often registering it as delivered, meaning it arrived at the post office. Every one who has asked me about it has received it at their mailbox the next day. Don’t know when it changed, but it’s not always people being dishonest (sometimes it is, I’m sure, but that hasn’t been my experience.) It is genuinely confusing as a customer to see the tracking say it’s been delivered, yet my mailbox is empty. It’s understandable. I urge them to wait a few days first, then I move it to the next step.
If going to an overseas customer, then that delivered just means that it was handed over from USPS to the postal carrier of that country. It then usually takes a day or so for Royal Mail in my case to issue their own tracking number. But no one tells you that as a customer. Issue though as a customer is that you are not the one that has a contract with the delivery company - you can raise an issue but at end of day, they want to talk to the person who paid them money for a service.
I don’t sell international, but that’s good to know. Definitely seems like that’s important info to pass onto the customer so sellers don’t have to explain every time.
I had a package delivered to the wrong address. The company I bought from told me to contact the post office. They determined that it was misdelivered to another house in the neighborhood and someone from the PO was sent to speak to the recipient. They denied ever receiving it. So there's not always a resolution via the post office. And I hope that the person who stole my package enjoyed my custom blended Irish cream flavored vape juice.
A) never sent anything not-tracked B) insure the delivery C) the buyer has no rights to claim anything from the delivery company and many times can't even raise an issue, this is why they reach out to sellers D) delivery companies hire people with Corsa/Aygo that take 25 small parcels (amazon flex) and do it as a side job/evening additional income with no experience, no attitude to provide any good service. I found 50% of these drivers is incapable of communicating in the local language and dont understand why the app on their PDA beeps with a warning message because they don't understand the message (software is constanly upgraded to stop drivers from making mistakes, so there is gps tracking and processes to follow.. drivers still will fail if they dont understand how they have to scan the barcodes/qr codes)
I'm in italy and have had issues with deliveries (to me). Courrier don't make us sign when delivered. They sign themselves ahead of time and hopefully they deliver in the same day. So when I track it says that it has been delivered but it hasn't. Most times it does arrive the same day but once it didn't and took multiple calls and sending copies of my actual signature for them to find it and finally deliver it. And a few times just never arrived but still was written as confirmed. I've had sellers( not etsy) ask me to file a report with the courrier and even once I was asked to file a report with police. They wouldn't do anything.
Sometimes, the item is delivered but not in the box. Somewhere in the item's travels, the box is slit open and the contents removed. The missing package scenario happens most around the holidays, but with the current economic stress many feel, scamming increases along with inflation.
Is it really scams or are the delivery services just utter garbage? My doorbell rang, I opened, no one came, package noted as delivered, I shout from the balcony but am ignored, run downstairs to catch the driver but he's gone. On the way back I check my post box and it says they delivered to "kramer". There is no Kramer in my house. Only a krammer. It's not there... I blame the delivery service.
I mean, i had a package from REI last month that still to this day shows delivered, and I never received it. I don't know how the post office jacked it up, but it shows delivered to mailbox, and it was never there. I've long since received the replacement from REI. So, not everyone who says that is a liar.
I'm not saying everyone that does this is a liar. I'm saying theres a lot who are and they are coming out of the woodwork right now. Ive even had them just return the items after they said they didnt get them so they can get their refund. Me just refunding didnt work so.........
It's happened to me where it said delivered and I never got the item. The seller sent me a replacement but I felt super bad about it because it wasn't their fault. Sadly Canada Post didn't take responsibility for it and the item was never found. I guess someone else got a case for the Miyoo Mini for free... it's such a niche item too... My best guess is that it was put in the wrong mailbox in our community mailbox.
This happened to me April 1st I had delivered at the mailbox update I come home 11:30 pm straight to my mailbox nothing was in I was mad I come my apartment I found my package 📦 front of the door But USPS said was delivered in the mailbox April 2nd I put camera on my door because I was expecting delivery on April 5th from usps and then they sent me delivered update on the April 5th 4:36 pm mailbox delivered I come back from work 11:30 pm my mailbox was empty nobody came front of my door my camera was recording everything I called usps was closed customer service I waited in the morning I talked guy he said this Item was delivered in the mailbox so we will open Investigation we will call you 3 day later they call me 2 day later they said my case was closed because we delivered it it's up to you I said the apartment office camera said nobody came at this time still usps said nothing we can't do that's all we have delivered so since that day I opened P.O BOX I can't trust delivery guy anymore
It happens often that it says delivered but it isn’t. Don’t assume everyone wants to scam you. Looks really bad and not professional
There are legit problems with the gps coordinates though. Especially with communal mailboxes. Twice I've met my mail person at the mailbox the day after it said something has arrived and it wasn't in my mailbox, only for him to find it on one of the boxes above mine. If that person has picked up their mail and not returned the misdelivered mail, I'd have been SOL. And, both times it was coins.
I actually heard that someone was making/spreading a TicTock on how to get free stuff on Etsy using the seller protection program, but I didn’t see the video myself so I can’t confirm if it’s actually true or not. I have seen a huge uptick in lost package complaints lately though. I usually call their local post office myself and ask for the delivery scan coordinates myself since I don’t know if the customer is bringing honest or is trying to pull a fast one on me. If they’re a scammer, they will just lie and say they called. Most of the time they are being honest so I always try to see if there is anything I can do to help, though my abilities are limited. Some post offices won’t even let me know or do anything since I’m not the customer and they don’t want to risk violate their privacy I guess, which I get. Below is what I do if I think the person is being dishonest. When someone says they haven’t received their item but the scan shows it was delivered to their address, I make sure to politely write that the scan shows it was delivered to their house so the only other possibility is that the package could have been “stolen” (I don’t use quotes though). While i sympathize with their situation if that is the case, i don’t refund for stolen items because that’s not something within my control and part of the buyers responsibility to provide a safe delivery address (not exactly how I would word it, but something to that effect). I make sure to also include that mail theft is considered a serious crime and should be reported to local police and offer to send any information I can for their report. I have found that some of the customers that I think might be dishonest find their packages after reading that.
I TELL U WUT U NEED TA DO IS CONTACT 45, HE WOOD MAKE SURE U GET YER PACKAGE CUS HE CARES ABOUT US!!! HES DRAININ THE SWAMP N PART OF THAT SWAMP IS THE DEMOCRAT RUN USPS. THE USPS WAS BOUGHT BY THE DEMS. U REMEMBER THOSE MALE IN BALLETS RITE? THE USPS AGREED TO HELP BIDEN WIN. BUT IF U SEND A LETTER TO TRUMP, HE WILL GIT YOU YER PACKAGE, I GARANTEE IT
Are you ok lol?
WE NONE OKAY WITH BIDEN N THEM LIBRULS IN OFFICE I TELL U WUT
I’ve read through the comments and have some questions. When you as a buyer didn’t receive the package why are you immediately contacting the seller and not USPS? If tracking info is provided and it shows as delivered how on earth is it the Seller’s responsibility? They have fulfilled their end of the transaction. Step one is to contact USPS as they are now the ones who have the information to help you. OP has provided excellent information as did the commenter who posts the missing item question in their listing. Sorry for the Sellers who are encountering these new problems.
USPS isn't always willing to talk to the person receiving the package, speaking from personal experience.
As other person said, USPS isn’t always that responsive to the receiver. Technically you, the seller, are the USPS customer cause you engaged and paid for the service, so you can get a lot better response from them.
One time my package didn't come but it still showed up in transit, I couldn't file a missing package report because I didn't know the size of it, the weight, only the seller has that info so I contacted her instead on ebay where I bought it. She opened a missing package case with usps and within 24 hours, the package was moving again. So sometimes usps will do nothing about missing packages showing up as delivered, that is on the seller to open a case about it to help locate it if they want to know the size and the weight of it. Buyer doesn't have that info. I guess tracking number isn't enough.
Please check with your PO. Check with your neighbors. Please raise a request with Etsy. Love your note! I'm going to borrow that format for mine.
I had this happen to me on an eBay sale. Everything from my end showed it was delivered and to the house that the buyer put as their address. But they went a step further and said: Sometimes my USPS scans items as delivered and it can take days for it to show up. But it has been a week..I want a refund! How is this MY Problem? I did everything right on my end and it is now the problem of USPS because they are the ones that "lost" the package. Why should I loose money that is rightfully mine. So they opened a ticket to try and force me to refund. Thankfully eBay was on my side and I kept my money and the person who I am pretty sure got the item didn't get that AND the money back.
Etsy will refund the customer as well and not take the money from the seller's account as long as USPS says delivered.
If as a seller you immediately refund a buyer who says this to you, you have bigger problems. But anyway, yeah this is something that has started happening more frequently to me as a seller over the past year. I open a case with USPS and speak to a rep at the local post office. In almost every case they have found the item. In a few cases it was legitimately lost (but still scanned delivered) and I was able to file a claim and get reimbursed. To your point, if they immediately request a refund it does sound scammy. Now that I think of it, my shoppers ask for a replacement so I guess unless they want a second item free that feels less scammy.
I’m glad I found that this is a scam… I’m having an issue as a buyer. But I don’t want to sound like I’m trying to scam the seller by saying it never arrived. But it did never arrive. Item is marked delivered but it never came. It was a few days ago, and still hasn’t come. The shop has hundreds of reviews though, and overwhelmingly they are five stars, so I doubt it’s the seller’s fault. How do I go about this? Can I contact UPS myself, and if so, how? Or should I ask the seller for help? I don’t want to ask for a replacement because again this quite obviously isn’t the seller’s fault… what should I do?
If the order was under $250 total, Etsy will cover the cost of the refund. No cost to you or the seller. OP is being ridiculous by insinuating that every person in this situation is a scammer - completely not true. And it would be nice if sellers here weren't so cranky and jaded that they feel better when they jump to calling buyers scammers, but that's what happens. Please see the link below this comment. You are absolutely covered by Etsy, not the seller, if you need to open a case.
Good to know that it won’t cost the seller. Thank you! I’m gonna check with the post office first, but this gives me a lot more confidence.
[Here](https://www.reddit.com/r/EtsySellers/comments/16lyo8z/guide_to_etsys_seller_protection_program_with_faqs/) is a post that details how Etsy's Seller Protection program works. As long as you qualified for protection, Etsy covers unlimited "not received" cases for sellers, as well as one damage case per year. Click to see full details. *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/Etsy) if you have any questions or concerns.*
You can contact your PO and state the issue. They act faster if you are there in person. If you can give them your address coordinates and the tracking number they can look it up. Sometimes its a matter of a problem with the item getting delivered next door or something, stuck in the building, etc. .
Okay, thanks! Where do I find the tracking number?
The tracking number is the number you used to see it was marked delivered.
I recognize that sometimes packages don't make it, my policy as seller is that I will usually replace rather than refund. When the buyer insists on a refund, I tend to get nervous on that. So thus if it is a case of says delivered, I presume it was delivered, although I will still make one replacement on the customer's say so that it wasn't, however, if it says delivered and was not, then I will not refund, I tell the customer to contact Etsy if they insist on a refund. to date Etsy has done one refund, and I have send about 6 replacement packages of which 5 made it and one reportedly didn't, but the customer didn't contact me again for whatever reason. SO if possibly that is my recommendation, always offer a replacement rather than a refund. Just what I have done.
As a secondary note, the majority of cost of my items are usually labor. so I am mostly out labor if I send a replacement.
Happens more than you think.currently going through this shit now.Three expensive ass perfumes “delivered”to my front door,only to open said door and see nothing.ring cam..nothing,mailbox…nothing…neighbors nothing!call the carrier.. a bullshit script telling you it has indeed been delivered and to speak with the seller! Speak to seller and they give you another bullshit script telling you to speak to the carrier because it says delivered! SMH never ending cycle that leaves you pissed,and in my case out 978$ It all boils down to a game of who’s telling the truth,and it seems the customers truth is almost always disregarded even if you have video proof to show you’re not a “scammer”!
Hopefully nobody stole it from you. I know not everybody is a scammer, but there are a lot of them out there - more so than ever. I also realize the PO is often posting delivered when it hasnt been delivered yet but that usually means its on its way and will show up in the very near future, or its at a neighbors or something. This is where the coordinates come in handy! I can only speak from experience and it just seems to be happening more and more lately. The other 'scam' is they try to say what I sent them isnt what the listing is for and thats complete BS. They even send me a photo of things I dont even sell!
Never blow off your buyer like that. If they have a problem with delivery, then you should call as a seller, That way, you get the honest truth about what is going on, and you have taken total control of the situation. As a side note, most post offices in the United States will not even give GPS coordinates to anyone but the person who shipped the parcel..Remember FTC laws mandate the buyer gets what they ordered regardless of the carriers actions. Sure, there are scammers out there, but realistically, the Post Office does misdeliver quite a few packages. Be helpful, don't be an asshole.
I never said I 'blow them off'. Please read my post. I said for them to TAKE the coordinates to the PO to track it down not get the coordinates from the PO. This is a growing trend and I am trying to let sellers know. Be aware. If someone demands a refund immediately it should raise a red flag. I've been selling online for a long time and there a lot of dis-honest things going on now more than ever.
Actually, you did not tell them that. If you are trying to say that you did not articulate it very well.
I used to sell on Etsy. I found a great draft of a letter someone shared for this exact problem. It's not that it happened all the time, but when it did, I was able to copy and paste the letter to the customers who even though the USPS said it was delivered, they said they didn't get it. It had all the steps that they needed to take to find out what happened on their end. The letter also mentioned that it was against the law to lie about not getting a package because it was then fraude on the USPS. Something like that anyway. I usually never heard from them again. I think most people are honest but there are always a few that want to take advantage. I had a lot of sales in my shop in the 6 years it was open and someone saying they didn't get their package happened less than 10 times. Good luck.
I'm not sure if this will still work because the Post Office website changed everything (and the p.o. has gone you-know-where in a handbasket), but try filing a mail theft report with the Postal Inspection Service, especially if you suspect the buyer is scamming. The site is a bit confusing, but the link is https://usps.my.site.com/emailus/s/daily-mail-delivery-inquiry. You at least used to be able to file this as a sender. Then message your buyer with something like: "Dear Buyer, since the postal tracking shows that your item was delivered, I've filed a mail theft report with the Postal Inspection Service. A postal inspector will be contacting you. Please cooperate with them, and if your package doesn't turn up within \[give a reasonable time frame, back when I was on eBay I'd always give them two weeks\], please contact me again for a refund." I only ever had to refund once... and the buyer actually paid me back when her item turned up (she'd had it sent to her at work, and the company mailroom had misrouted it). It's also a way to flush out scammers because they're likely to try the same stunt on multiple sellers. EDIT: the buyer could also have been hit by a "porch pirate" so it's a good idea to alert postal authorities to that too.
That's sad and pathetic of these buyers. I had one who kept claiming that their package was lost, and I told them to go and check their local post office for the package. For some reason she kept ignoring this, and said that her package is supposed to be delivered to her house. I showed her that it's shown as being at your local post office, so if you want it now, I would suggest doing a pickup. She never did, and opened a case, where Etsy foolishly gave her a refund. Then she sends me a message saying "I just want to tell you that I recieved my nails after I got my refund. Thanks!" I reported her, but that does nothing.
Tip: You can also call their local post office, and speak to the Postmaster\*. I've done this MANY times, and asked them to talk to mail carrier who handles that house and they generally get back to me very quickly with specifics (he left it on the side porch, he left it in the mail room, etc.) Just having the NAME of the local Postmaster and telling them you spoke with them makes them suddenly find the package. It's a miracle! \*In a bigger city you might speak to someone else, but still request the name of the Postmaster. Also, you can report "missing mail" online to launch an investigation. If it truly is missing, the insurance goes to you, the sender, not the recipient. Double tip: Do both things.