While PODZilla works hard to get every order out on time, once a package is in the hands of the carrier, delivery is out of our control. The good news is the majority of packages arrive safely.

However, we know it is frustrating when you're not sure where a package is in the delivery process and don't know what to tell your customer when they reach out. Here's what you need to know to provide the best customer service possible.

CONTENTS

• When is a package considered lost?
• When to contact Podzilla
• The package shows delivered, but the customer doesn't have it.
  • Sample Customer Message

When is a package considered lost?

USPS only considers a package lost if there hasn't been an update in tracking for 7 days.

During high-volume periods (like the holidays), USPS puts priority on delivering the packages rather than updating the tracking. It is normal for packages to bypass normal scans and they can be delivered with few to no scans.

When to Contact Podzilla

If there have been no tracking updates in 7 days, message us in the Support chat. We can then reach out to a USPS Rep for help.

The package shows delivered, but the customer doesn't have it.

Occasionally tracking shows a package was delivered, but it actually shows up a day or two later.

If your customer tells you they never received the package, but the tracking shows it was delivered:

1. Verify the customer gave you the correct address and that it was sent to production with the correct address.
2. If it's been less than 7 days since tracking started, ask your customer to wait until it's been 7 days to see if the package shows up. 
3. Have the customer check with neighbors to see if it was delivered to the wrong mailbox/house.

If you (or the customer) have taken all these steps, it may be time for them to file a Missing Mail Search. They may also be able to open an Etsy case on your store using the Purchase Protection program. 

Sample Customer Message

Below is a sample message for the customer. Rewrite it in your words to fit your voice/brand:

I'm sorry about your delivery issue…this rarely happens, but it's so frustrating when it does.

Here's how to you should proceed:

1. Check with neighbors to see if it was delivered to the wrong mailbox/house (if you haven’t already).

2. File a Missing Mail Search at this link: www.usps.com/help/missing-mail.htm.

3. Open a case with Etsy, and their Purchase Protection Program may be able to help you with a refund. Here are the instructions - https://help.etsy.com/hc/en-us/articles/5745586898199-How-to-Open-a-Case?segment...&segment=shopping

Unfortunately, I can't do those things for you. They have to be done by the customer - not the Etsy shop. But, I’ll do what I can to help you…just let me know what you need.

Again, I’m truly sorry for the inconvenience.