What should I do if an Etsy buyer says their replacement order never arrived?

Hi! If both the original and the replacement are still missing, the most professional (and sustainable) next step is to stop reshipping and move to an Etsy case/refund path based on the tracking outcome—because a third shipment can easily turn into an endless loop with no new information.

First, decide based on tracking status (this matters a lot)

• If either package shows “Delivered” (or delivered to mailbox/parcel locker): don’t send another replacement. Ask the buyer to (1) confirm the shipping address on the order, (2) check with household members, neighbors, building office/front desk, and (3) contact their local post office/carrier to request the delivery location details. Then ask them to open an “Item not received” case with Etsy so Etsy can review it under Purchase Protection (when eligible).
• If tracking shows “In transit,” “Delayed,” or “Missing/Lost” with no delivery scan: give a clear deadline (example: “If it hasn’t updated by X date, I’ll refund you or you can open a case—whichever you prefer.”). In most shops, a refund is more reasonable than a second replacement at this point unless the item is low-cost and you’re confident the address is correct.
• If you shipped without tracking: you’re in a tougher spot. I’d generally stop at one courtesy reship, then offer a refund (or have them open a case if the order qualifies), and update your shop policy going forward so replacements/refunds require tracked shipping.

What to message the buyer (copy/paste style)
Keep it calm, firm, and process-based:

“Thanks for letting me know. I’m really sorry this happened twice—at this point I’m not able to keep reshipping the same order without a confirmed delivery outcome. Here’s what I can do next:

1. Please confirm the shipping address shown on the order is correct (including any unit/apt #).
2. If tracking shows delivered, please also check with household members/neighbors/building office and contact your local carrier for the delivery details.

If it still can’t be located, the fastest next step is to open an ‘Item not received’ case in Etsy so Etsy can review it under Purchase Protection (when eligible). Once the case is opened, I’ll respond promptly on my side.”

That message shows you’re helpful, but it also clearly sets a boundary: no unlimited reships.

How to respond to the 1-star review (and when to respond)
Two important things:

1. If you publicly respond, the buyer usually can’t edit the review afterward. So if you think there’s any chance they’ll update it once resolved, try to handle the buyer message first.
2. Consider reporting the review if it’s only about the shipping carrier (especially if they name the carrier) and doesn’t discuss your item or your service. If it’s partly about you/your shop, Etsy may leave it up.

If you do respond publicly, keep it short and professional—future buyers are the audience:

“Hi [Name], I’m sorry your package hasn’t turned up. I did send a replacement and provided tracking, and I’ve asked you to open an Item Not Received case with Etsy so they can review the delivery status and help resolve it. Please message me back in Etsy if you still need help locating the delivery.”

No arguing, no accusing, no long story—just: you acted, you provided tracking, and you’re following Etsy’s resolution process.

What’s a “reasonable next step” for you as the seller?

• Most reasonable after one replacement: refund OR Etsy case, not another replacement.
• If the order qualifies for Etsy Purchase Protection, having the buyer open a case is often the cleanest option because Etsy can review the shipping/tracking and make a decision without you eating repeated losses.
• If you choose to refund, make it clear it’s your final resolution for this order (politely), and don’t promise additional reships.

If you tell me what the tracking currently says (Delivered vs In transit vs Missing) and whether the address includes an apt/unit, I can help you pick the cleanest script and next step for your exact situation.