What if My Buyer's Package Gets Lost?

If your buyer’s package gets lost in the mail, you have several options for providing them great customer service to help mend a negative experience: 

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Communicate with the buyer

Make sure you’re answering your buyer’s Messages about the status of their package.

If they’re trying to find the package at their local post office, provide them with any delivery documentation you may have to help them locate the item. Encourage them to check in with a neighbour as well. 

If you end up opening a claim with the delivery service, keep the buyer informed about any progress. 

Open a claim 

Contact the delivery service you used to send the package and ask to open a claim. This may help the delivery service either locate the package, or compensate you for the lost item so you can refund the buyer. 

If you use Etsy Postage Labels and purchased insurance, you can begin the claim process through Shipsurance: 

  1. On Etsy.com, go to You > Shop Manager. 
  2. Go to Orders & Delivery.
  3. Click the order with the insured label. 
  4. Click the … icon to the right.
  5. Select File Insurance Claim.
  6. You’ll be directed to the Shipsurance website to fill out the remainder of your claim form. 

Send a replacement or refund

Etsy doesn’t hold sellers responsible for items that are lost in mail. However, if you’re able to, consider sending a replacement item or a refund for the order. Sending a replacement or a refund can build customer satisfaction, which can help your business succeed in the long run. 


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