What to do as an Etsy seller if a package gets lost?
Here’s the exact 3-step playbook (with scripts) 📦
If you sell physical products, this will happen eventually:
A customer messages you saying they didn’t receive their order… …but the tracking shows Delivered.
It’s frustrating. It’s awkward. And yes, your brain will immediately go to: “Are they being truthful?” or “This isn’t my fault.”
Valid thoughts. And… the goal is still the same: protect the customer experience, protect your reviews, and handle it like a real business owner without spiraling.
The truth is that many coaches and business mentors focus their content on how to sell more, how to start a shop, and high-level business info, but I wish someone would have shared the little things that come up when you are actually running the business, so you don’t have to ask yourself, “And now how do I handle this?”.
So, after $1M in sales on my E-commerce business, here’s the exact simple 3-step process I still use to handle “Delivered but not received” packages (and keep it professional + stress-free).
Step 1: Double-check the delivery location.
Before offering solutions, ask the buyer to confirm the address and re-check the delivery location listed on the tracking.
Why? Because a shocking number of “lost packages” are… in the mailbox. Or at the gate. Or with a household member. Or placed somewhere weird.
