What should I do if Etsy tracking says delivered but the buyer didn’t receive it?

Hi! If the carrier tracking shows Delivered to the buyer’s Etsy address, you usually don’t have to automatically refund or reship, but you do need to handle it carefully in Etsy Messages and be ready in case the buyer opens a case. In many “not received” situations, Etsy may cover the refund under Etsy Purchase Protection (so the buyer is refunded and you keep your earnings) if the order qualifies—so your best move is to document everything and guide the buyer through the right checks instead of immediately sending a free replacement.

Here are the best next steps (and what to say/do) in a calm, professional way:

1. Ask the buyer to do a few quick delivery checks (this solves a lot of “delivered but not received”)

• Wait 24–48 hours after the delivered scan (carriers sometimes mark delivered a bit early).
• Check all typical “hide” spots: porch, side door, garage, behind planters, parcel lockers.
• Ask anyone else at the address (roommates/family/front desk/leasing office).
• Check with neighbors.

1. Confirm you shipped correctly (this matters for Etsy cases)

• Confirm the package was sent to the exact address on the Etsy receipt (don’t ask them to send you their full address—just confirm it matches what’s on the order).
• Make sure the Etsy order shows tracking attached (or that you bought the label through Etsy).

1. Have the buyer contact the carrier for “delivered” details
   Delivered scans often have extra info the buyer can get by calling the local branch (especially USPS):

• Ask them to request the delivery location details (sometimes it notes “left at side door,” “parcel locker,” etc.).
• If it’s USPS, the buyer can ask their local post office to confirm the GPS delivery scan location.
• If it’s stolen, they should also check whether the carrier can start a missing mail/package investigation.

1. Keep everything inside Etsy (so you’re protected)
   Reply in Etsy Messages with:

• The tracking number
• The delivered date
• A short checklist (above)
• A note like: “If it still can’t be located after checking with the carrier, you can submit a Help with order request and, if needed, open a case so Etsy can review it.”

1. If the buyer opens a case
   Don’t panic—just upload/confirm:

• Tracking showing delivered
• Proof it shipped on time (Etsy label/receipt)
• Proof it was sent to the Etsy receipt address

If your order meets Etsy’s eligibility requirements, Etsy Purchase Protection may refund the buyer without taking the money from you. It’s not something you can force as the seller, but keeping tracking + shipping on-time + correct address is what puts you in the best position.

1. Should you replace anyway?
   That’s a business decision, not a requirement. If theft is common in their area, a “free replacement” can turn into a repeat problem. Safer options:

• Offer a paid replacement (possibly with a small courtesy discount), or
• Offer to reship only with signature confirmation/secure delivery upgrade (buyer covers the upgrade), or
• Offer to wait for the carrier investigation result before deciding.

If you tell me which carrier you used (USPS/UPS/FedEx) and whether you bought the label through Etsy, I can suggest the exact message wording to send and what to expect if a case is opened.