Need help - Product / Order not delivered to Customer

[PlanetHUnitedKingdom]

Hello, I require assistance. Could someone please offer guidance? I sent a package through Evri to my customer in New York, USA, and it has been nearly a month, but the product has not been delivered. I attempted to contact Evri, but unfortunately, there is no one available to explain the situation. They only have an automated system that does not recognize the tracking reference. Can someone provide advice on what steps I should take, as the customer is becoming increasingly frustrated?

[CryzalisDesigns]

Parcels to the United States can take anywhere from 1 week - 6 weeks depending on location, backlog or customs.

Have you tried the tracking number in the USPS website? once the parcel has been scanned in the United States the tracking number activates in the USPS system.

In addition you could try putting the tracking in the parcelsapp website (you can just google parcelsapp)

If you want someone to investigate the location of the parcel, this is the responsibility for the company you sent it with ie Evri 

[CraftyCornishMaids]

It is your responsibility to get the item to the customer in your delivery times, which look like for the USA, they are only a couple of weeks, so your customer is right to be frustrated.

Even if there were no dates, the legal max for refund in UK distance selling law , is 30 calendar days from purchase.

You need to refund your customer in full, before etsy does it for you.

and claim from Evri.

[OmasFabricStash]

A little off topic but I saw a mistake you might want to fix.

It stands at a height of (insert height)

It looks like you forgot to fill in that blank, and makes me wonder if you really made the vase yourself or are you reselling it. 

[CatsWhiskersCurios]

You should refund in full now. If your buyer opens a case, Etsy may take a closer look at your shop and spot the branded items you're selling as handmade. Eg. That 'Floral gold coloured handcrafted vase' is by the brand Boltze and is available in many other places - and for less money. 

[CherryTees]

What's the latest update on the tracking number?