How to Handle a Buyer Who Claims an Order Was Never Delivered
It's one of the most stressful messages a seller can get: "I never received my order."
Your heart drops. Did the courier mess up? Is the buyer lying? Or did something actually go wrong on your end?
Before you panic or get defensive, here's how to handle it calmly and professionally.
If you shipped through a reputable courier, most have online tracking that shows exactly when and where a package was dropped off.
This is your strongest card, so don't wait to dig it up.
Contact the delivery company directly and open an investigation.
This protects you either way: if it's their error, you have grounds for a replacement or refund from them, not out of your own pocket.
Others are genuinely frustrated and telling the truth. Treat every claim seriously until your evidence says otherwise, but don't roll over just because someone raised their voice online.
Funds stay secured until delivery is confirmed by both parties, and if a dispute comes up, Escrow Village's resolution process reviews the evidence tracking, receipts, communication before releasing or refunding funds. Nobody's stuck trusting a stranger's word alone.
A delivery dispute doesn't have to become a war.
Stay calm, get your proof in order, involve the courier, and let a system built for this not guesswork but settle it.
Your heart drops. Did the courier mess up? Is the buyer lying? Or did something actually go wrong on your end?
Before you panic or get defensive, here's how to handle it calmly and professionally.
- 1. Don't accuse, ask.
- 2. Pull up your proof immediately.
If you shipped through a reputable courier, most have online tracking that shows exactly when and where a package was dropped off.
This is your strongest card, so don't wait to dig it up.
- 3. Loop in the courier, not just the buyer.
Contact the delivery company directly and open an investigation.
This protects you either way: if it's their error, you have grounds for a replacement or refund from them, not out of your own pocket.
- 4. Don't just take their word but don't ignore them either.
Others are genuinely frustrated and telling the truth. Treat every claim seriously until your evidence says otherwise, but don't roll over just because someone raised their voice online.
- 5. This is exactly why escrow exists.
Funds stay secured until delivery is confirmed by both parties, and if a dispute comes up, Escrow Village's resolution process reviews the evidence tracking, receipts, communication before releasing or refunding funds. Nobody's stuck trusting a stranger's word alone.
A delivery dispute doesn't have to become a war.
Stay calm, get your proof in order, involve the courier, and let a system built for this not guesswork but settle it.
