File a search request, inform the buyer, offer refund or replacement.
Step by step
- Check tracking: Where did the package stop according to tracking?
- Inform the buyer: Proactively reach out and show understanding
- File a search request: With your shipping carrier (usually free)
- Set a deadline: The carrier typically has 21 days to investigate
- Refund: If the package doesn't show up — issue a full refund or send a replacement
Who bears the cost?
In consumer sales: You as the seller. You can claim the loss from the shipping carrier though.
Prevention
- Always ship with tracking
- For expensive items: Use insured shipping
- Keep the drop-off receipt
ShopManage monitors all shipments and warns about unusually long transit times. Try it now.