What Should Be Done If a Package Shows as Delivered but the Customer Has Not Received It?
If the tracking information shows that the package was “delivered,” but the customer says they have not received it, it is recommended that the customer first check the delivery address and nearby delivery areas.
In this case, the customer can check places where the package may have been left, such as the building entrance, front door, mailbox, reception area, building staff, or neighbors. In some cases, the carrier may have left the package in a secure location, a different area inside the building, or with someone at the address who appeared to be authorized to receive the delivery.
The customer can contact the shipping carrier directly with the tracking number to get more details about the delivery. The carrier may be able to provide additional information about the address, location, or time range of the delivery.
For Etsy orders, Etsy Purchase Protection may also be considered in eligible cases. The seller can inform and guide the customer about this process in a polite and helpful way.
Etsy Purchase Protection is a support process designed to protect buyers and sellers for eligible orders. If a customer experiences an issue such as “my package did not arrive,” they should first contact the seller. If the issue is not resolved, they may be able to open a case with Etsy under certain conditions. Etsy reviews the case and may provide a refund to the customer if the order is eligible.
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