Buyer requesting refund for order in transit

[ZumaWigs]

Hello everyone,  I need advice on this issue please. So I mailed an item out via USPS to the UK.  Item was mailed on March 6 and last update according to tracking information was March 12, saying item was processed through a facility in Great Britain.

Buyer is asking for a refund as she has not been contacted by the post office regarding her item. Information I got from my local post office is that the item was held by customs in the UK. But the buyer is saying her local post office could not give any information on the item.

How do I handle this?

[NoizziHardwood]

Seems like the kind of situation that Etsy’s Purchase Protection is for. Etsy issues a refund for lost/delayed packages without impact to the seller. The caveat is Etsy requires some effort from the buyer and there is nothing we sellers can do to assist or expedite.