**Can anyone give me some insight into how to handle this? **
I had a customer order one of my cheapest items in June. All my items are made to order and, as listed on my Etsy, take a week to ship. However, I had an extra of the product she requested already on hand, so it was able to go out the same day she made her purchase. Which I thought was good since it had to go all the way to ITALY (this is only my 2nd int’l order so I’m unfamiliar with the shipping times).
However, it went south way fast. Within 2 weeks of the product being shipped, she left a bad review on my Etsy, stating she never received the product. I responded that I was sorry for the delay, but that I am located in the United States and international shipping takes time, and I’m monitoring its progress.
She keeps messaging me asking for updates and I’ve been EXCEEDINGLY kind and apologetic for the delay. Because I get it, she ordered it in June, it’s already August, and it has been sitting in Milan since July 21st.
I got the message in the second picture today and I really don’t know how to respond or what I can do. I don’t speak Italian, her package is a world away, we’re in a pandemic so I don’t know what shutdowns have been happening from here to there, and I can’t force those workers to do anything.