Wow! Seems that this is very hot issue.
Thanks Maria and Richard,
Plus to what Richard said I am not in US. I am in Israel.
With all your help I wrote the following to my customer (see below). I think she should make a little effort on her side too to look for the package, not just requesting from me full refund.
I also believe that the customer satisfaction is important and ready to give her 50% refund, but after she is done with the USPS on her side.
:)
Here is the letter:
Dear E...,
I am very surprised to hearing from you now after you didn't respond to my e-mails in March and April. I was sure that the issue was resolved.
Due to lack of communication on your side I cannot issue a full refund after such long period of time. I am too late to file a claim as a sender: the USPS filing window is 7 days to 6 months after shipment, and it's already 10 months since I shipped the item. Also PayPal requires a dispute to be open within 45 days.
I cannot be fully responsible for the postal service failure. I completed and shipped the order on time and the package left the country.
So, I am kindly asking you to submit a request and check the status of your package through USPS site as a recipient:
https://prd2faq.usps.com/faq/iq/usps/request.do?forward=emailUsor give them a call. Use information about your package provided below. Also, ask for help at your local post office.
...
Please, keep me informed. I am ready for further discussion after you receive an answer from USPS.
Thanks,
Best,
Elena