Missing shipment!

[Former_Member]

I received an order about a month ago going towards France - I shipped her stuff via USPS Express thinking that it would take 5 days the most. I have been checking her tracking number constantly but it stopped updating once it "Cleared customs" and she just messaged me saying that she still hasn't received it and would like to get a refund. She made a wholesale purchase and I used up most of the payment towards the shipping and supplies.. What should I do?

I requested to be notified when the package was delivered and this is what I got: "In response to your request dated 01/15/2013, we regret to inform you that we were unable to locate any delivery information in our records regarding your item number"

[CopperLeafStudios]

I would have her contact customs, and her local post office. It may be held for duty. I don't know much about France, but in other EU countries packages can clear customs, but if there is a duty owed the package will not get delivered to the recipient. Usually they are supposed to receive a notice if this is the case, but the notices don't always go out like they should.