What to do When a Purchase is Lost in the Mail

*Information below is for both buyers and sellers.

Seller Information 

Being a Craftrina seller comes with responsibility. Sellers need to ensure that the shipment is delivered to the buyer. 

As long as the tracking information you provided shows delivery confirmation to the buyer’s address, you do not need to take any further action. However, you should still advise the buyer to file a police report with their local police department and/or stolen package claim with their local courier. 

In some cases, the package may have been erroneously marked as delivered earlier than the actual delivery date. Other times, the package may have been stolen if a signature from the buyer was not required. Either way, the buyer is responsible for locating the package after it has been marked as delivered. 

However, if tracking information is inconclusive for an extended period of time, you should file a lost/stolen package claim with your courier so they can put out a search for it. If the courier is unable to locate or deliver the package, the buyer is entitled to a full refund for this sale.  

Please note that seller protection does not apply for items that are lost or damaged in transit. You must have tracking information which shows confirmed delivery to the buyer’s shipping address in order to be eligible for Craftrina/PayPal Seller Protection coverage. 

  

Buyer Information 

If tracking information is inconclusive for an extended period of time, you should contact your courier to file a lost/stolen package claim and communicate with the seller to have them do the same. In rare cases, there may simply be a delay in the tracking information, but you should contact the courier directly for more information. If the courier is unable to locate the parcel, you are entitled to a full refund and should contact the seller to have them refund you in full for your purchase. 

If tracking information shows delivery confirmation to your address, the seller is not required to take any further action. Your best course of action to locate the package is to file a police report and/or stolen package claim with your local courier. 

In some cases, the package may have been erroneously marked as delivered earlier than the actual delivery date. In others, the package may have been stolen if a signature was not required. Regardless, it is your responsibility to locate the package after it has been marked as delivered.

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