What should I do if an Etsy buyer used a temporary address and wants a free replacement?

Hi! If you shipped to the exact address on the Etsy order/receipt and you have tracking (or proof of shipment), you generally shouldn’t be on the hook for a free replacement just because the buyer used a temporary address and left before delivery. The cleanest way to handle it is: be polite, stick to what was ordered, and offer reasonable options (like reshipping only if/when it comes back to you, or reshipping at their cost), rather than sending a free second item.

Here’s what I’d do next (and what to tell the buyer):

1) Check the tracking status and choose your path

• If tracking shows “Delivered” to the address on the Etsy receipt:
  Tell them you shipped to the checkout address, so you can’t replace for free. Ask them to contact the carrier/local post office for recovery options (hold/mail forwarding/building office/landlord, etc.). If you want to offer goodwill, you can offer a discount on a replacement, but don’t feel obligated.
• If it’s still “In transit / Out for delivery”:
  Let them know they may still be able to request a reroute/hold with the carrier. (You can attempt an intercept/reroute only if your carrier allows it, but I wouldn’t promise it—those requests can fail and sometimes cost money.)
• If it gets returned to you (“Return to sender/Undeliverable”):
  This is where you can be fair without eating the whole loss. Common options are:
  • Refund for the item price once it’s returned (many sellers don’t refund original shipping because the shipping service was already used), or
  • Reship to the new address after the buyer pays a new shipping charge (and any reship/handling fee you normally charge).

2) Replacements/refunds: what to offer
In your situation, the most seller-safe options are:

• Require repurchase (best if the original is delivered and not recoverable), or
• Reship only after it returns to you (best if it’s likely to come back), with the buyer paying reshipping, or
• Refund after return (optionally minus original shipping/fees, depending on your shop policies and what feels fair).

What I would not do: automatically send a free replacement before the first one is confirmed lost/returned—otherwise you’re rewarding an address mistake and you may end up out product twice.

3) Protect yourself if they open an “item not received” case
Make sure your order is buttoned up on Etsy:

• Tracking uploaded (or Etsy label used)
• Shipped on time (within your processing time)
• Shipped to the address on the Etsy order

If they escalate, Etsy’s case system / Purchase Protection (when applicable) is designed for “not received” scenarios, and Etsy may step in depending on eligibility. Your job is to keep communication in Etsy Messages and keep your shipping proof clean.

4) About the 1‑star reviews
Unfortunately, Etsy usually won’t remove a review just because it feels unfair or because tracking shows delivered—reviews only come down if they violate specific review policies. If reporting didn’t work, your best move is often a calm, professional public response that reassures future buyers.

Two important review tips:

• Don’t respond publicly until you’re ready—once you post a public response, the buyer typically can’t edit their review anymore.
• Keep it short, factual, and polite (future buyers are the audience).

Example public response (edit to fit your tone):
“Order was shipped on time to the address provided at checkout with tracking. If you still need help locating the package or arranging a paid reship to an updated address, please message me and I’ll be glad to help.”

5) Message you can send the buyer (firm but kind)
“Thanks for reaching out. I shipped your order to the address provided at checkout on Etsy. Since the address is no longer accessible, I’m not able to send a free replacement. Here are the options I can offer: (1) if the package is returned to me, I can reship it to your updated address once new shipping is paid, or (2) once it returns, I can refund the item price per my shop policy. In the meantime, please contact the carrier/local post office to request a hold or recovery at that delivery address.”

If you tell me what the tracking currently shows (Delivered / In transit / Returned), and whether you bought the label on Etsy, I can suggest the best exact option (reship vs refund vs repurchase) and the cleanest wording for your specific case.