Tacking Issue

[chandima9]

I shipped the item and it tracks until arrive the destination country. It shows "Item En Route to Postal Facility". Customer said whether item is not received yet. What can I do now? Is give refund the only solution I have?

[kensgiftshop · Accepted solution]

@chandima9 

If the buyer has filed an INR, upload the tracking number to the case.

If there has been recent tracking updates, they might put the case on hold for a few days.

If there hasn't been any tracking updates for a week or so, you'll probably be refunding.

[chandima9]

Thank you for your advice.