Back in June (25th to be exact) I had an auction for a dvd end. On 26th June I mailed the dvd as she had paid with Paypal.
On 15th July she emailed me and said she'd not received the item and was concerned and was there any way I could track it. This question always alarms me as no, I cannot track it but I almost hate admitting that to buyers as it's almost like a license for them to say they didn't get it because they know I can't prove it. I immediately wrote back and assured here that I had sent it, and that I couldn't track it as she'd only paid $2 for shipping, blah blah blah, but parcels USUALLY get there faster, but could we give it a few more days. I was very pleasant, and she replied to me in a very pleasant manner. On 17th she replied that it would be fine and thanked me for my consideration as I had assured her I wouldn't leave her high and dry.
So anyhow a few more days pass, and we correspond again and determine that she still hadn't received it so I send her another.
Now, I don't hear from her again and I basically assume she received it as not all buyers tell you they got the parcel. I used to follow up on all my sales but I sell too many to do that now so I figure no news is good news. We're talking near the end of July when I sent the 2nd one. So that's one near the end of June, and another the end of July.
So, now today I get an email from her stating she wants her money back as she didn't get either of the dvd's. We're talking 3 months after the first, and 2 months after the second!!
She's very polite and ALL of our correspondence has been very pleasant. There is nothing in her feedback to indicate that she has a habit of scamming or anything. She has decent feedback of around 50 or so.
So now my dilemma........I KNOW FOR A FACT that I did send 2 dvd's to this person. Sure, sometimes a parcel doesn't arrive, but two???? What are the odds?
But what bothers me the most is that she's waited this long. I'm a procrastinator, but geez, two months???? Especially after waiting a month for the first one? Who would wait that long? And she didn't wait more than 3 weeks after the first one, so she doesn't seem to be the type to wait too long.
And IF she didn't get the TWO dvd's, would that not indicate that there must be some sort of problem with her mail at her end? I want to do the right thing here, and I'm 99.9% sure I will refund her money as I do believe in customer satisfaction but sheesh, something doesn't feel right. I can't help but feel that I'm being suckered here, although her feedback doesn't indicate that. Any ideas? THANKS