Is it normal on Etsy to get fake damage or missing package claims?

Hi! Yes—every Etsy seller who ships physical products eventually runs into a small percentage of “damage” or “not received” claims, and a few will feel questionable. Most are legit (porch theft, carrier mishandling, buyers misunderstanding how Etsy’s case/refund system works), but you’ll still want a process that protects you without accusing the buyer.

The big key is: respond fast (within 48 hours) and keep everything inside Etsy Messages / the case log, because Etsy can auto-refund/close cases when they think they already have enough info or if the seller doesn’t engage quickly.

Here’s a low-drama workflow that usually works well:

1) For “item arrived damaged” claims (photos look off, etc.)

• Reply calmly and quickly: “So sorry this arrived that way—happy to help. Could you send a few photos so I can file a carrier claim?”
• Ask for specific photos (this matters for carrier claims and also filters out bad claims):
  • Item damage close-up + full item
  • Outer box/mailer showing all sides
  • Shipping label fully visible
  • Any internal packaging (bubble wrap, inserts) and how it was packed
• If you want the item back, state a clear, standard policy:
  • “I can refund or replace once the item is returned,” and offer a prepaid return label (or whatever your shop policy is).
  • Don’t debate authenticity of photos—just stick to “I need X photos / I need it returned to resolve.”
• If you suspect “buyer damage” or photo mismatch, the return requirement (politely stated) is usually the cleanest way to avoid escalation.

2) For “tracking shows delivered” but buyer says it’s missing / label swapped

• Stay neutral and procedural. A good script:
  • “Thanks for letting me know. Since tracking shows delivered, the next step is to check with household members/neighbors and then contact the carrier for the delivery GPS scan details. I’m also happy to help you start a missing-mail/package search.”
• Ask for:
  • A screenshot/photo of the tracking page on their end (sometimes it shows extra info)
  • Any packaging/photo they have (even partial label)
• Your actions:
  • Contact the carrier (or guide the buyer to) and request delivery details (some carriers can confirm GPS coordinates or where it was scanned delivered).
  • If it’s USPS, a missing mail search / local post office inquiry can be effective; for UPS/FedEx, start a trace.
• For higher-value orders going forward, consider signature confirmation (it reduces “delivered but not received” disputes dramatically).

3) When Etsy refunds before you can finish your process
That can happen. Etsy’s case system and Purchase Protection can result in Etsy issuing refunds quickly in certain scenarios. What you can control is:

• Responding to “Help with order” messages quickly (so it doesn’t look like inactivity).
• If a case opens, reply in the case log within Etsy’s deadline and upload your documentation (tracking, photos of your packing process if you have them, etc.).
• Make sure every order is set up to be eligible for Etsy’s seller protection where possible (on-time dispatch, valid tracking/Etsy label, accurate listing photos/description, etc.). The exact coverage amount/conditions can change over time, so it’s worth checking the current Purchase Protection details in Etsy Help.

4) Packaging + documentation that prevents (and wins) disputes
You don’t need to go overboard, but these help a lot:

• Take a quick packing photo (item + internal packaging + label visible) for higher-risk items.
• Use sturdy boxes and adequate void fill; damaged-item claims drop fast when packaging is clearly “carrier-proof.”
• Consider insurance for higher-value shipments (especially above whatever Etsy is currently covering under Purchase Protection).

5) How to keep it from escalating with the buyer

• Don’t say “fake,” “scam,” or “your photo isn’t real.”
• Use “To help you fastest, I’ll need…” language.
• Offer two simple options (return for refund vs. replacement after photos), and repeat the next step plainly.

If you tell me what you sell (fragile vs non-fragile), your average order value, and which carrier you use most, I can suggest a tighter “damage” and “delivered” message template you can copy/paste into Etsy Messages.