What does one say to a buyer who opens a case for an undelivered item

[needsmorerobots]

Apart from refunding for an item not working, I have never experienced not just a single but potentially multiple refunds for undelivered items as I am right now.

But what do you say to a person from the UK in good standing who opens a case for an undelivered item just barely 2 weeks after item is shipped. At the time the customer was informed of a delay in delivery because Canada Post sorting station in Richmond BC was backlogged.

The customer is opening at the minimum mark of expected delivery.

No I don't send items tracked unless they are higher cost items.

I want to remind this customer again about CP's delay as well as the USPS backlog and the cancelled flights to the UK because of the new Covid 19 strain. But I wonder if there is a point to say this to a customer opening a undelivered case that fast.

My case has to be resolved Jan 5.

Suggestions?

[ricarmic]

Here are the form letters I use, they have served me well (I have to adjust them a bit for each individual case). Feel free to use what you can...

https://community.ebay.ca/t5/Seller-Central/RICARMICs-current-INR-questions-or-Case-form-letters/m-p...

[reallynicestamps]

If the item has not arrived by Jan FOURTH, refund, apologize,  and let the customer know that when the item arrives, you will be reinvoicing.

You can do that through Paypal.

It works about half the time.

Refund ahead of the deadline in case eBay has an earlier time in mind than you do.

If you refund, your selling account remains pristine.

If eBay refunds for you, you get a Defect, and eBay's costs will be on your next invoice.

It's not personal, it's business.

And hundreds of other sellers are in the same boat and just as upset as you are.

[needsmorerobots]

Thanks you two.

I used the advice both of you gave me. I decided to create my own letter of apology and I fully refunded the buyer well before the deadline.