How do I handle a negative Etsy review when the package didn’t arrive?

Hi! In most cases Etsy won’t remove a negative review just because a package didn’t arrive—but you may be able to report it if the review is solely about the shipping carrier (a third party) and doesn’t comment on your item or your service. Before you reply publicly, try to resolve it privately first, because once you post a public response, you effectively “lock in” the review (the buyer can’t edit it anymore).

Here’s the best way to handle it step-by-step:

1. Don’t respond to the review yet

• Buyers can usually edit their review for a limited window after the estimated delivery date, but only if you haven’t responded publicly.
• Your goal is to get the package found or refunded, then politely ask them to update the review.

1. Message the buyer ASAP (keep it calm + helpful)
   Send a short message like:

• You’re sorry it hasn’t arrived.
• Confirm the shipping date and the address format (don’t ask them to type their full address back to you).
• Share the tracking status (and a screenshot if helpful).
• Ask them to do quick checks: mailbox/parcel locker, front desk/mailroom, household members, neighbors.

1. If tracking says “Delivered”
   Ask them to:

• Check with their local post office/carrier, building office, or mailroom (mis-deliveries happen).
• Give it 24–48 hours if it was just marked delivered (sometimes scans are early).
  Meanwhile, you can contact the carrier to request more detail (some carriers can confirm the delivery scan location).

1. If tracking shows it’s delayed/lost (or no delivery scan)
   This is where Etsy’s case system can help. If the order is eligible for Etsy’s Purchase Protection, the buyer can open a “not received” case and Etsy may refund them without you having to take the loss (eligibility depends on things like having valid tracking and meeting Etsy’s requirements). You can tell the buyer you’re happy to help them through the steps in “Help with order.”

2. Report the review only if it fits Etsy’s removal rules
   You can report it if it’s truly just about the carrier/third party (example: “USPS lost it” and nothing else). If it also says things like “seller didn’t help,” “bad service,” “never shipped,” etc., Etsy usually considers that about the transaction and won’t remove it.

If you do end up needing a public response, keep it short and professional—something like:

• “I’m sorry your order hasn’t arrived. Please message me so I can help you right away and work with Etsy/carrier to resolve this.”

If you want, paste the exact review text (and what the tracking currently shows—pre-transit/in transit/delivered, no tracking number needed) and I’ll tell you whether it’s likely removable and help you draft a message that maximizes the chance the buyer updates the review.