Are you in the middle of tracking delayed USPS orders and crossing your fingers every morning that your shipments are finally moving along?

I am! 🤞🏼

Here’s some general advice for how to handle outstanding customer issues caused by mail delays, keeping in mind that every situation is unique and may need to be handled slightly differently!

💌 Message your customers to let them know that their shipments are delayed, that it’s out of your control and that you are tracking the progress of their orders. Don’t mention a refund as a next step and just thank them for their understanding and patience while the postal service gets caught up. You can offer them a coupon code for their next purchase if you’d like (I’ve been doing this after the delayed items arrive). You want to do everything you can to show that you care about them as a customer. They will be more understanding and will be more likely to leave you a positive review and become a repeat customer!

💌 Don’t issue a refund until the package is declared lost and you can file a claim. The USPS website has information on the window of time you can file a claim for a missing package by mail type, so be sure to read carefully before you commit to refunding your customer. The package will most likely arrive within the window and then they would be getting the item for free and you’d be footing the bill!

💌 If a customer is upset that they didn’t receive a package on time and are demanding a refund - remain calm and have empathy but don’t apologize - it’s not your fault! Tell them that you will be able to issue a refund once their package is declared lost. If they are threatening, contact (Etsy) support. If the item is of low value and it won’t be a big loss to your bottom line and is causing you stress and grief, then you may want to just issue the refund and move on.

If you have a specific shipping delay issue that you are unsure of how to handle, drop me a comment or email me and I’ll give you some quick help!

What’s your biggest piece of advice for other sellers going through this USPS shipping nightmare?