Hello! Would love your opinion please.
Elsewhere I sold a book to the UAE.
It took ages to finalise the design but finally after lots of going & fro-ing it was complete!
It was posted on 12/12. The customer opted not to pay for tracking but I did it anyway at my expense. (call it gut instinct!) I then forgot about it totally until she contacted me on 22/1 to ask where her books was.
I found the tracking number and saw they had tried to deliver it twice and left notes to advise it pick up. However at tat point it was still sat her local depot being prepared for return to sender. I advised if she got there quick smart she might be able to get it!
UAE tracking then has it getting to the International departure preparation at Dubai on 25/1. Then nothing.
Royal Mail say - oops - sorry it seems to be lost now so you will have to claim for it via the International claim form.
My question really is - would you get the customer to claim so that she is reimbursed hopefully in full or would you claim yourself (for what seems to be the component parts only) Would you replace and resend (and risk a repeat performance? Would you refund and write it off as one of those things?
The customer hasn’t actually communicated with me since 22/1 when I told her to go and try and get it!
Not sure what to do for the best!
What would you do?
Sorry - what a ramble!