Is an empty package covered under Etsy Purchase Protection for sellers?

Hi! In most “empty package” situations, Etsy usually treats it like the order wasn’t received as intended (missing contents / possible mail theft or damage in transit), and for a $37 physical order it can be covered by Etsy Purchase Protection for sellers if your order is eligible (shipped on time, shipped to the address on the Etsy receipt, and you used valid tracking and/or an Etsy shipping label, and your shop is in good standing).

A practical way to handle this (without you automatically eating the cost) is:

1. Reply in the Help request (on Etsy) and gather proof

• Ask for a couple extra photos if needed: all sides of the mailer, the label, and any tears/open edges.
• If you used tracked shipping, check the tracking delivery scan and (if available) any carrier notes.
• If you bought the label through Etsy or have a receipt, compare the shipment weight to what the item should weigh. If the acceptance weight clearly matches “business card only,” that points to a packing error; if it matches the full item weight, that points more to loss/theft in transit.

1. If you meet Purchase Protection requirements, it’s reasonable to have the buyer open a case

• You can say something like: “Since this looks like a carrier issue (missing contents), the next step is opening a case so Etsy can review it under Purchase Protection.”
• If Etsy approves it, Etsy typically refunds the buyer and you keep your earnings (again, only if the order qualifies).

1. When you might choose to replace/reship yourself instead

• If you didn’t ship with tracking (or the order wouldn’t qualify for Purchase Protection for any reason), you may end up responsible anyway—so replacing could be the cleanest customer-service move.
• If the item is inexpensive for you to remake and you want to preserve goodwill fast, reshipping can be worth it—but it does carry the risk you’re out the product twice if the first one shows up later or if the claim wasn’t genuine.

A good middle-ground option many sellers use: offer a replacement only after Etsy/career confirms, or offer a one-time courtesy reship if you’re comfortable—but don’t position it as “please don’t open a case.” (Etsy doesn’t want sellers pressuring buyers to avoid the case system.)

If you tell me whether you purchased the shipping label on Etsy and whether there’s tracking (and what the tracking shows—delivered, mailbox, front desk, etc.), I can suggest the safest next step for your exact scenario.