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

Hi! When tracking shows Delivered but your buyer says they didn’t get it, the safest move is to respond helpfully, start a carrier investigation, and guide the buyer into Etsy’s “Help with order” flow (so the order can qualify for Etsy’s Purchase Protection if applicable) instead of immediately refunding/replacing.

Here’s a good first reply you can copy/paste (edit the brackets):

“Hi [Name] — I’m so sorry this hasn’t shown up yet. I see the carrier marked it as Delivered on [date]. Sometimes packages are scanned delivered a bit early, or they’re left in a nearby/alternate spot. Could you please check (1) around all entrances/garage/back door, (2) mailbox/parcel locker, (3) with household members, and (4) neighbors/leasing office/front desk?
If it still isn’t found, please message me confirming your shipping address as shown on the order (don’t send it here—just confirm it matches), and I’ll open a trace with the carrier right away. Also, please start a Help request from the order on Etsy so everything stays documented and we can get Etsy involved if needed.”

What to do next (practical steps)

1. Verify basics (without collecting private info)

• Confirm the buyer is saying the package is missing at the exact address on the Etsy order (don’t ship to a new address via Messages).
• Ask them to wait 24–48 hours if it was delivered very recently (false “delivered” scans do happen).

1. Start a carrier “missing package” inquiry

• Ask the buyer to contact their local post office/carrier depot too (they can often see GPS delivery location or the route details).
• You can also open a trace/claim on your side (especially if you bought the shipping label through Etsy), and keep the buyer updated with short, calm messages.

1. Use Etsy’s case/Purchase Protection path (often the best outcome)

• If the buyer opens a Help request and then a case (after Etsy allows it), Etsy may refund the buyer under Purchase Protection when the order qualifies—often meaning the buyer gets refunded and you keep your earnings.
• This is usually the cleanest option when tracking shows Delivered but the package can’t be located, because it reduces the chance you refund out of pocket for something that may be theft/misdelivery.

Refund vs replacement: how to choose

• Don’t rush to refund/replace immediately just to avoid a bad review—buyers generally respond well when you’re responsive and you’re actively working the carrier + Etsy process.
• If it’s a low-cost item and you want to offer a one-time courtesy replacement, that can be a customer-service choice—but do it only if you’re comfortable with the risk.
• If it’s a higher-value order, I’d usually avoid sending a replacement until the carrier investigation is complete or Etsy resolves it via a case.

A couple “future-proofing” tips

• For pricier shipments, consider signature confirmation or insured services.
• Keep everything in Etsy Messages, ship on time, and ship only to the address on the order—those details matter a lot for Etsy case protection.

If you tell me (a) which carrier it was, (b) whether you bought the label on Etsy, and (c) roughly the order total, I can suggest the most likely best path (carrier claim vs Etsy case vs courtesy replacement).