06/17/2026
UPS has done it again.
This is one of those parts of running a business that most people never see behind the scenes, but today I decided to talk about it.Receiving a refund request for a package that was never delivered is tough. As a business owner, you can do everything completely right and still have something go wrong.
In this particular situation, I communicated with the customer regarding a delay due to a high volume of orders. I never received a response. The day before I dropped the package off, the customer reached out asking about the order. I reminded him that I had already communicated the updated timeframe.
The very next day, I dropped the package off at UPS and it was accepted into their system. Fast forward to today, and the tracking still shows the package sitting at a UPS Access Point. UPS cannot currently locate the package and has no additional information to provide.
Although the package left my possession and was successfully handed over to the carrier, I still contacted both Etsy and UPS to try and get answers. At this point, the only option available is filing a claim and waiting for the investigation process.
What makes situations like this difficult is that it doesn’t just affect the customer—it can also negatively impact a small business. It can affect shop ratings, customer trust, repeat business, and overall seller performance, even when the seller followed every step correctly.
I completely understand customer frustration when a package doesn’t arrive. I would be frustrated too. But sometimes packages are lost, damaged, or delayed during transit, and unfortunately those situations are outside of a seller’s control.
At the end of the day, someone usually gets blamed, and most of the time that blame falls on the business owner.
One thing for certain though—I keep receipts, tracking records, drop-off confirmations, and proof of every step taken. I will always do everything I can to make things right and advocate for my customers, even when the issue is beyond my control.
Did I take a loss on this one? Maybe.
But I truly believe what is meant for me will always find its way back. I may have lost this one, but I know I’ll get it back tenfold. God’s favor has carried me this far, and one setback won’t stop what He has planned for my business.
Small business ownership isn’t always pretty, but transparency matters. We keep going, we keep creating, and we keep trusting the process.
