customer's item stuck in customs and now customer is angry! help!!

[MintThreads]

okay so this lady purchased an item on Oct. 13. i have a 1-2 week processing time. I managed to ship her item out on Oct. 16. (so that's essentially 1 and a half weeks early) well i get a message a few days ago from this lady asking where her package was. Tracking says the last place it was, was chicago. i explained that it must be stuck in customs if she hasnt received it yet and i apologized . i didnt get a response from her and then i realize that shes left a 1 star review telling everyone im late on shipping and its been 3 weeks. I dont know what to do. ive left numerous messages with no response from her!

[MyDistinctDesigns]

The package may not be stuck in Chicago. If that is where it is last scanned that is what shows up. It would very well be in her country but in most cases the item is not scanned when it enters the other country. It sometimes gets scanned when it is delivered but that is rare.
If you mailed it on the 16th that is just a little over 2 weeks. Have they had a holiday there that could have delayed it?
I am finding 2 weeks a normal delivery time to other countries but I have had packages that took up to 4 weeks depending on the country.
If by chance it is Mexico, it may never show up. I understand the delivery rate there is not very good.

[PiecesOfMePaperCraft]

I agree with Sherry. After it's scanned at U.S. Customs, there's no way of knowing where it is after that. It looks like it's stuck in customs but it's probably in the buyer's country somewhere (or on its way). Your buyer was unreasonable to leave feedback so soon.

I'd update your policies to include approximate delivery times for international packages. I've posted in my own policies that international delivery could take anywhere from 2-8 weeks and that I have no control once the package has entered the post system. You should also have a statement about duties, taxes and customs fees being the responsiblity of the buyer.

[PrairiePrimitives]

For those shipping with USPS, It's possible to track shipments within SOME foreign countries now!

http://www.ecommercebytes.com/cab/abn/y13/m07/i11/s01