I am sure you have all dealt with this - UPS delivered my package to the wrong address in the wrong city. Would like some advice

File a claim with UPS.

You paid for a service, they didn't render that service, they legally owe.

/u/Pleasuredinpurgatory is spot on if you are dealing with the USPS but not UPS.

The USPS is the only entity that exists in the history of the earth that charges you for a service, then if they don't fulfill their end of the agreement says "you need (private) insurance for that"

Imagine if Red Lobster worked like that? You order the Admirals feast, then 2 hours later you still haven't gotten it and ask "where is my dinner?" They say "We don't know, but you didn't order the insurance so you're fucked, Pay US"

Private businesses (UPS included) must fulfill their end of the agreement. If they don't it's a breach of contract and you can sue. Not saying that it needs to go that far, but it's an option.

Another route for you to take is to open a claim with your state Attorney General. The State AG is (IMO) one of the most under utilized services. You can open a claim with them and it acts like a free "mini trial". The AG will contact them and have the submit all their evidence, you submit all your evidence, then you hear back form them in a few months. BUT in most cases, the second the company is contacted by the AG over the issue, they simply resolve it internally because they don't want to deal with it.

Either way you did the right thing by sending them out a new item. You are the business and it's your responsibility to confirm that what your customer paid for got to them. After that they are on their own.

As far as UPS? They owe you. Either they need to get the package back and deliver it for you, or they owe you the money.

I don't remember the case but there are only a few very rare cases where a company can do something illegal because of a contract. Professional boxers are one, you can sign away your "right" to not be hit in the face. But anyone who says that UPS is off the hook simply because of their terms either doesn't know what they are taking about or they just never pressed USP hard enough. UPS can legally push you around and put you off, but legally you are entitled to your money and they legally must pay you. So it becomes a game of patience and knowledge.

Just call them and say you are going to call your AG if they don't refund you, if they don't, follow through.

/r/Etsy Thread