How do I handle an Etsy USPS international package stuck at pickup in Germany?

Hi! In most USPS-to-Germany shipments, the “missing piece” is that the package is handed off to Deutsche Post/DHL in Germany, and the pickup-point details usually show up only on the German carrier’s tracking (sometimes using the same USPS tracking number, sometimes tied to the “Customs ID” shown in your Etsy order). Your best move is to pull the Customs ID from the Etsy order, try that (and the USPS tracking) on Deutsche Post/DHL tracking, and then have the buyer contact Deutsche Post/DHL locally with their ID and address to confirm the exact Filiale/Paketshop holding it before the holding period expires.

Here’s how to get the best local tracking / pickup info (seller side)

1. Check the Etsy order for the “Customs ID” (very important for Etsy international labels).
   Go to Shop Manager → Orders → open the order → Shipment details / More details and look for a Customs ID. Save both:

• the USPS tracking number
• the Customs ID (if it’s different)

1. Run both numbers through Germany’s carrier tracking (Deutsche Post / DHL Paket).
   Often, one of those will show a more detailed status like “Available for pickup at…” with the branch/shop name or branch number and sometimes hours.

2. If Etsy tracking looks “stuck,” assume a handoff scan delay and rely on the German carrier view.
   Etsy and USPS sometimes won’t display the pickup location even though Deutsche Post/DHL can see it.

3. If neither number shows the pickup location:
   Ask the buyer to call/visit their nearest Deutsche Post/DHL location (or customer service) and ask them to look it up using the tracking/customs number + the delivery address name. In Germany they can usually locate which branch is holding it, even if no card was left.

What to tell the buyer to do (copy/paste friendly message)

• “This parcel is being held at a local Deutsche Post/DHL pickup point after an attempted delivery. Please try tracking it on Deutsche Post/DHL using both numbers below (USPS tracking + Customs ID). If the pickup card didn’t arrive, you can still retrieve it by contacting Deutsche Post/DHL and asking which Filiale/Paketshop is holding it. Bring a photo ID and proof of address/name matching the label (and the tracking number). Also check for any missed email/SMS notifications from DHL/Deutsche Post.”
• “Please do this ASAP—pickup-point parcels are usually held for a limited time before being returned to sender.”

A few important Etsy-case / resolution notes (so you’re protected)

• Encourage the buyer to use “Help with order” (a Help request) inside Etsy if they need assistance—this keeps everything documented in Etsy Messages.
• If the package is held pending customs fees/VAT or buyer pickup, that’s typically considered a buyer-side delivery step (and it can affect whether Etsy Purchase Protection applies). So it’s worth being very clear (politely) that they should contact the local carrier quickly and be prepared for any import charges.
• If it gets returned to you as unclaimed, decide your policy up front: many sellers refund the item price when it’s back in hand, but not the original shipping (and offer a paid reship). Whatever you choose, keep it consistent with your shop policies and confirm it in Etsy Messages.

If you tell me what the tracking wording says (exact scan message) and whether your Etsy order shows a separate Customs ID, I can suggest the most likely next step and the cleanest message to send the buyer.