Cancelled order

[waxCMelts]

hi I'm Clare, I started my shop waxCMelts end of August I'm from Ilfracombe, north Devon, I'm really enjoying this experience and considering I only started a couple of months ago I'm doing quite well, but I have come across my first hurdle and not sure what to do so if anyone could help I'd be very grateful , a customer from America has decided to cancel her order which is fine but I messaged her end of October that her parcel had been dispatched on international standard and can take a week to get to her providing theirs no delays her end, (not tracked as costs loads worth more than product) it says that delivery time is between 28th oct to 12th of November now she's asking me to cancel with no reason, am I able to cancel because if I give her a refund chances are her wax melts will arrive and so basically she will of got them for free or am I in the right to explain that i will give refund if she hasn't received them by the 12th does that make sense and if I do end up giving a refund back do I do refund for just the cost of wax melts or the cost of postage too, first time this has happened but I don't want bad feedback or a dispute but on the other hand don't want to give her refund until after the date they are due 

[used2beeShop]

Hi Clare, im Steve and have been selling furniture wood craft on Etsy for nearly 10years.

Did your delivery arrive by 12th November?

I have come across similar problems in the past and are still learning how to avoid and resolve them as best as possible with a full refund being last resort.

The best advice i can give is to empathise with your customer, confirming that you will help to resolve their problem.  Lost parcels are a headache though as its not your fault

communication is always key.  The more the customer can sympathise with you the less they will demand a refund.

In this instance i would send them a pic of the proof of postage, ask them to wait until 12th and then offer to send another.

A claim for loss can be made with Royal Mail for lost parcels using the proof of postage.

hope that helps

Steve