Etsy - customer's mistake

[roxiej]

I had a customer order and the package was returned b.c the address was the wrong address. I emailed her and told her that the package was returned and she could pay the shipping charges. My policies clearly state that I ship to the pp address so if it is not updated to make sure to update before checkout.

So she paid and was suppose to change her address. I reshipped the item and now she says she did not receive it. This was reshipped Sept. 26th. So I checked paypal and it says undeliverable to that address. I have not received the package back.

I told her I would make them and send them out just because I don't want bad feedback, but i explained that it was in my policies. I feel like a sucker, but I just don't want negative feedback, even though it was not my fault.

What would you do?

[babyeliza]

Sounds like she needs to either get her stuff updated on Paypal or stay in one place! If it's plainly state in your policies, I don't see how she can get upset. But I know what you're saying about not wanting to risk the neg feedback.
Glad to know I'm not the only one having issues with Etsy customers. I have two nonpayers that I have been emailing for a week with no response

[Wendy523]

so sorry, that really stinks. I've learned to check that the addresses match and send an email before shipping if they do not match. Most of the time the Etsy address is the correct one, so we need them to change the Paypal address before shipping.

I think what you are doing is the best thing. You can write off the lost package any extra charges you incure in the process in your taxes.

[pattock6]

I know I am seeing this late, but I am on etsy too, and trying to get good advice and learn from others, I have not had this happen to me, but if it did I would do what you did too, I do dlivery confirmation signed, so it then I know for sure.