Do I refund my Etsy customer?

[Youcandothisbusinessthing]

Posting here for traffic, and help!
I sold an item off my Etsy shop to the USA. The customer has messaged to say he hadn’t got it, he’d like a refund.
I sent it via the post office track and signed, which says it was delivered on the 17th but no one was in, so they left instructions.
The customer messaged and thanked me for the quick reply and sent me a screenshot which says that ‘the customer requested that the postal service re-deliver this item on November 20th.’ And then underneath it says,’we apologise for the inconvenience. Our tracking records indicate this item has not been delivered by the expected delivery date. This item is ineligible for a service request at this time. Please initiate a missing mail search at (and there's a website address. ) If you are the recipient please contact the merchant shipper for next steps or additional recourse.’
what do I do? I initially thought to post another one, but don’t really want to - it’s the time and cost of making and posting, and I honored the posting etc. so I’m confused as to whether I should be responsible for the us Mail service. I said on the listing it’s royal mail tracked and signed. It’s not posted by a courier like DHL or evri.( it would have cost the customer a lot more) should I refund? Is the letter actually lost, or do they just mean you can’t book in a special delivery?
help! What do I do, I’m a teeny hobbyist not Amazon!
AIBU not to issue a refund like he’d like?
All advice welcome! Thank you!

No, it’s the fault of the mail carrier. Either he or you need to take it up with them.

We sell on Etsy. I would start by advising the customer to initiate the missing mail search. You did your part in mailing it and you've got proof. It's not the seller's fault that it went missing, so the seller shouldn't be out of money to replace it.

It is the sellers responsibility because the carrier service is carrying out the service on behalf of the seller. Its the seller they have a contract with. Its only the seller who can make a claim against the carrier.

You can claim back from RM. It's your responsibility to have the item delivered.

I’m afraid I can’t really see how it would be up to the buyer to sort out/chase up. I buy and sell a lot on eBay, and have always worked by the idea that if something I have posted goes missing in transit, then it’s up to me to sort it out. I only sell stuff I no longer use, I’m not a business So don’t have multiples and would end up refunding and then putting in a claim with the courier. If something I have purchased goes missing, I expect the seller to do likewise.

Was is it an expensive item?

You are responsible as the seller. First double check that the screenshot the customer has given you is correct - you should be able to enter the RM tracking number on the USPS website to see their tracking.

Initiate the missing mail search (or ask if the buyer has already done this).

If it's definitely lost, you refund the buyer and claim back from Royal Mail.

As above, you’re the seller, you refund the buyer and claim back from RM yourself.

I should clarify that I'm in the US. When I had a package go missing that I had purchased, I, the buyer, contacted the local post office. They successfully helped me find the package, which was multiple states away.

Depending how payment is made, if for example paid by credit card. If the buyer contacts their credit card company to raise a dispute and if it is upheld, a chargeback would be raised.

Sounds like your buyer would be in a good position for a chargeback to be granted.

Not sure if things like this work differently in the US though.

You need to sort this 100%. Put simply you instructed the courier to deliver the item. The courier is working on your behalf at your request. When you instructed them and paid, you entered into a contract with the courier. The contract they have failed to full fill is their contract with you. They have not entered into any kind of contract with the buyer, and have not been requested to do anything by the buyer, so they have not let the buyer down or broken a contract with them.

Are you covered by Etsy?
https://help.etsy.com/hc/en-gb/articles/5850122619287-What-is-Etsy-s-Purchase-Protection-for-Sellers?segment=selling

PS did you sort out the tariffs?

YOU are the one who has failed the buyer, because YOU entered into the contract to deliver to them and haven't done so. Refund them NOW! Then deal with the delivery company who entered into a contract with you to deliver the goods and have failed to do so.

Legally, this is 100% wrong. The delivery contract is between the seller and the delivery company. It is entirely the seller's responsibility. Why should the buyer be out of pocket when the seller failed to deliver it?

They claim of US mail who have obviously had the package and get the refund from them

Thanks everyone!
looks like I’ll contact usps and royal mail. Though I am a little cynical about that. I guess I’ll have to make and post another one, they are Personalised, and post it and put it down to one of those things.

First of all, did you use a delivered duty paid service from Royal Mail? I.e. did you pay the US tariffs upfront?

Secondly, you need to see if this is covered by Etsy purchase protection programme, which covers you and the buyer in the event of lost packages.

Thirdly, read the Etsy handbook and clue yourself up if you're going to be running a business.

This is not correct, if you sell on Etsy or online at all you are responsible for the delivery. If something doesn’t arrive it’s the your responsibility to either refund the buyer or replace the item at your own cost, and you must contact the delivery company not the buyer as you have the contract with the company, and you can claim money back from them. If you’re not doing this you’re in breach of distant selling laws and the buyer can correctly either open a case with Etsy or do a chargeback on their card and they will get their money back.

This happened toe as the buyer on Etsy and the seller sent another item.
The package did then eventually turn up so I had two - I was honest about it but didn't have to be! So I'd take it up with the mail service.

Definitely see if you can reclaim anything from Royal Mail or UPS though. There's no reason why you shouldn't reclaim costs, just shouldn't make it the customer's problem!

Thanks all! I’ve sent the buyer a new one, which makes me feel happier tbf. I don’t do this to cause dismay!
thank to everyone for the tips, every days a learning day that’s for sure.
onwards!

Another time you could refund the customer and get your money back from the mailing company. I would not send another in case that goes missing too.

Good point. I just somehow doubt very much I’d ever hear from Royal Mail. Maybe I am unfair. I’ll give it a go.