How long should I expect until I receive a response for a package research case that I filed?

[seannis_memorabilia]

I mailed out a package a few weeks ago (July 9th) and it hasn't had an update since the 14th when it was said to be in transit to another facility. I filed a lost package claim (package research) on the 24th to see if I can locate it. Do you know how long until I should receive a response from USPS? I am figuring out at what point I should give up and send the customer a refund. Also, I realize it's currently pretty chaotic for them at the moment, so I expect a delay.

-Sean 

[ed8108]

Don't refund before your customer opens a INR.