What should I do if a buyer asks Etsy for a free replacement after an item was stolen?

Hi! I’d respond with empathy but be clear that (since the item was stolen after it was delivered) it isn’t something you can replace for free—then offer a practical “goodwill” option like a small discount or a remake at a reduced price if you want to.

A good approach is:

• Acknowledge + empathize (so they feel heard).
• Set the boundary (you’re responsible for making/shipping the item, but you can’t cover theft after delivery).
• Offer an option (discount code, reserved listing, remake timeframe), and explain what you need from them (usually having the original purchaser contact you, since the message is from the gift recipient).

Here’s a ready-to-send message you can copy/paste and tweak:

“Hi [Name], I’m so sorry to hear your necklace was stolen—what a frustrating situation, especially since it was a gift.
Because it was delivered successfully and the theft happened after delivery, I’m not able to provide a free replacement. That said, I’d love to help you get a new one if you’d like— I can offer you a one-time [10–15%] discount on a replacement (or I can remake it for you at a reduced price).
If you want to move forward, just let me know and I’ll set up a custom listing / send a discount code. Also, since it was a gift, the original purchaser is welcome to message me too if that’s easier.”

A couple quick tips so you stay professional (and protect yourself):

• Don’t debate “fault”—just keep it simple: delivered OK, stolen afterward, not covered for free replacement.
• If you offer a discount, keep it small and one-time, and put a clear expiration date (“valid for 7 days”) so it doesn’t linger.
• If it’s a gift recipient, it’s totally fine to ask that the purchaser contact you if they need anything order-specific (you don’t need the order number—just “the purchaser can message me from their Etsy account”).

If you tell me your shop vibe (very strict / very generous) and your typical profit margin, I can help you pick a discount amount and tighten the wording to match your tone.