What should I do if an Etsy buyer claims items are missing from a delivered package?

Hi! If tracking shows delivered but the buyer says the box only had part of the order, treat it like a “missing contents / wrong quantity” issue: stay calm, gather a little evidence (photos + carrier info), and then decide whether you’ll replace/refund proactively or let the buyer escalate to an Etsy case.

First, here’s a practical troubleshooting flow that usually resolves this fast:

1. Confirm it wasn’t split into multiple packages

• Double-check your order/shipping history: did you (or Etsy) generate more than one label?
• If you used a carrier/service that supports multi-piece shipments, make sure there isn’t a second tracking number tied to the same shipment.

1. Ask the buyer for a few specific photos (friendly, not accusatory)
   I’d message something like: “I’m so sorry this happened—can you send a couple quick photos so I can figure out what went wrong and help you ASAP?” and request:

• Photos of the outside of the box (all sides)
• Close-up of the shipping label
• Photos of the taped seams (looking for cuts/retaping)
• Photo of everything they received, laid out

These photos help you tell the difference between (a) packing mistake, (b) damage in transit, or (c) box opened/contents removed.

1. Check your own proof on your end
   Since you mentioned the box size/weight matched what you expected, document that:

• Your order packing notes (what you packed, quantities, variations)
• Any packing photo/video you took (even a quick bench photo helps)
• The postage receipt / label purchase details showing weight
• If you dropped off at a counter/kiosk, see if you have an acceptance receipt (sometimes it shows weight)

1. Ask the carrier about weight and “delivered” details (when available)
   This varies by carrier and how it was mailed, but it’s worth trying:

• Ask if they can confirm acceptance weight and any in-transit weight scans (some services do capture this; some don’t)
• Ask for the delivery details (GPS/geo-delivery info may exist for some deliveries)
• If the buyer’s photos show retaping/damage, ask the carrier about a tampering/damage report or how to start a missing contents inquiry/claim

1. Decide on your resolution (based on value + evidence + your policies)
   Common seller options that keep things from dragging on:

• Ship a replacement for the missing items (often the simplest if margins allow)
• Offer a partial refund for the missing items
• If something feels truly off, you can offer a resolution like: “If you’d like, return what arrived and I’ll refund in full once it’s back.” (This can discourage bad-faith claims, but it can also frustrate honest buyers—use judgment.)

How Etsy Purchase Protection / cases usually treat “missing items” (delivered package)

• Etsy’s Purchase Protection for sellers is strongest for non-delivery/lost-in-transit, late delivery, and (limited) damage situations on qualifying orders.
• A claim that the order was delivered but items are missing / wrong quantity is typically handled more like “item differs significantly from description / not as ordered” rather than a pure “not received” shipping loss. In those cases, Etsy may expect the seller to make it right (replacement/return/refund), and it’s less likely to be covered the same way a straightforward lost package is.
• Process-wise, buyers generally must start with an official Help with order request, then (after a waiting period) they can escalate to a case if unresolved. If a case opens, Etsy may ask the buyer for photos (and they’ll review your tracking and messages).

A few tips that help you if it becomes a case

• Keep everything in Etsy Messages (clear, polite, problem-solving tone).
• Share the facts you have: “Shipped on X date, tracking delivered on X date, label weight was X, here’s what the order contained per my packing notes.”
• Don’t accuse the buyer of lying; just focus on “let’s investigate and resolve.”

If you tell me which carrier you used (USPS/UPS/FedEx/etc.) and whether you bought the label on Etsy, I can suggest the best “missing contents” claim route and the exact wording I’d use to request photos without escalating the situation.