Buyer hasn't received an item you shipped

[sellmystuff.2006]

Hi  I have sent a parcel to a buyer on May 11,2015 it was tracked, the problem is that the buyer hasnt received the item on time (19th May) and its been a week late on delivery. I contacted the Post office and they said that it was still in transit and they dont think it was lost. they didnt  give me more info since it was too early for me to file a complaint. They need it to be at least 10 days delayed before they can investigate.Now the buyer is getting frustrated and wants her money back. Should I issue her a refund or just wait until the Post office cantacted me again. I am a bit lost here since I have done the right thing and I have the receipt and the photo of the parcel before I sent it and even have a tracking #. Wanted to contact ebay but there's no category for this type of cases. Anyone please enlighten me?

[fab_finds4u · Accepted solution]

Not received it on time?  Doesn't the buyer realize the delivery date is an estimate?  The listing doesn't say receive by the delivery date estimate or she gets a refund.  

Estimate means it could come before or after the expected date.  The PO won't even let you file a lost claim yet because like they said, it could still be in transit, not lost yet!  Don't refund yet. Tell her she has to be more patient.  If she needs an item by a certain date it's not a good idea to buy online.  Or she could have asked for Guaranteed Overnight Shipping or Next day delivery, which also doesn't always arrive the next day.     

Sheesh.  She needs to cool her jets and look up the word estimate.