I posted a custom order out on the 3rd December. Out of the blue today, I received a message from the customer saying it had not arrived. I took a look at the tracking (Royal Mail first class signed for) and it just says that it’s still in the system. I ask her on the off chance to check her local office. In the meantime I hurridly start to create a duplicate custom order as she wanted it for an xmas present. I’m on holiday on Sunday have a pregnancy scan on Thursay and my day job tomorrow and Friday! So I’m aware I don’t have much time to sort a replacement.
She messages back just to say her delivery office have told her it’s still at my office, and that I must claim it back. I’m not sure what to do. Where will claiming it back get me? I’d be suprise if it is there, but if I managed to get it, presumably I’d just post it again? Could I claim for a refund? Or do I send out a duplicate, in case I can’t retrieve it to ensure she has her gift? Argh, help!