Jan 21 • General discussion
Quick Customer Service Tip: “Not Delivered”… but Tracking Says Delivered
This week I had a customer message to say their parcel hadn’t been delivered. When I checked the tracking, it showed as delivered.
So I replied politely with the tracking link (so they can see it’s marked delivered), and then I added a line I’ve used loads of times on Etsy and eBay that works really well:
“Please check with your family, postal safe areas and neighbours as our couriers use GPRS trackers and can locate the parcel easily. Before I contact them, please can you just check for me?”
What usually happens next is either:
- I never hear from them again (meaning they were trying it on), or
- They reply saying a family member took it in / it was in a safe place / a neighbour has it.
The takeaway:
Always be on your guard when someone says “it hasn’t arrived” but tracking says delivered. Some people genuinely can’t find it, but some are fishing for a refund even though it’s been received.
Best practice:
- Stay calm, polite, and professional
- Send the tracking link/screenshot
- Ask them to check safe places + neighbours + family first
- Only then escalate to the courier if needed
Hope that helps — it’s a simple message but it can save you a lot of time, stress, and money.
Steve
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Quick Customer Service Tip: “Not Delivered”… but Tracking Says Delivered
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