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

Hi! When tracking shows Delivered but your buyer says it didn’t arrive, treat it like a “missing after delivery / possible misdelivery” situation: reply kindly in Etsy Messages, confirm the shipping address on the Etsy receipt, ask them to do a few quick checks (household/neighbors/parcel locker/front office), and then start a carrier inquiry. If the buyer opens a “Help with order” request (and later a case), Etsy may cover the refund under Etsy Purchase Protection if the order qualifies—so your goal is to document everything and keep communication on Etsy.

Here’s a clean way to handle it step-by-step:

1) Reply to the buyer (same day if you can)
Keep it calm and practical, and ask for a couple details without blaming them:

• Confirm the shipping address shown on the Etsy order receipt (don’t ask them to send private info—just ask them to confirm it matches).
• Ask them to check: other household members, building office/front desk, mailbox/parcel locker, side door/garage, and nearby safe-drop spots.
• Ask if the tracking shows any extra detail like “left with individual,” “parcel locker,” or a location note.

2) Ask them to wait a short window (optional, but often helps)
Sometimes “Delivered” scans happen a bit early and the package appears within 24 hours. If it was marked delivered today or late yesterday, it’s reasonable to ask them to wait until the next day while you both follow the steps below.

3) You contact the carrier and open an inquiry (important)
Even if the buyer also contacts the carrier, you should open a case/inquiry on your side because you’re the shipper.

• Request the carrier’s delivery details (where it was left, GPS delivery point if available, and any delivery notes).
• If it’s USPS, ask about the GPS coordinates associated with the delivery scan (they can often confirm if it was delivered to the correct spot).
• If you insured the package (or used a service that includes coverage), start the claim process once the carrier allows it.

4) Keep everything inside Etsy Messages
If this turns into an Etsy case, having a clear message trail helps a lot. Stick to facts: tracking status, what steps you’ve taken, and what the carrier said.

5) If the buyer opens a Help request / case on Etsy
You can direct them (politely) to use “Help with order” on their order so it’s tracked in Etsy’s system. If they later escalate to a case, respond promptly in the case log and provide:

• The tracking number (and screenshot if helpful)
• Proof it shipped on time (shipping label date / acceptance scan if you have it)
• Any carrier response you received about the delivery scan

If the order is eligible for Etsy Purchase Protection, Etsy may refund the buyer while letting you keep your earnings (eligibility depends on things like valid tracking/Etsy label, shipping on time within your processing time, estimated delivery date, and being in good standing—coverage caps can vary).

6) Decide your shop’s “goodwill” approach (optional)
If the carrier confirms it was misdelivered, or the buyer is a strong repeat customer, you can choose to reship or partially/fully refund—but you don’t have to promise that before you get the carrier’s findings (especially for higher-value orders).

If you tell me what carrier you used (USPS/UPS/FedEx/etc.) and whether you bought the label through Etsy, I can suggest the exact wording to send the buyer and the most effective next step with that carrier.