WOW! Don't stress!! Take a deep breath and think about your situation logically.
At the moment postage is hugely delayed. Understand that there is not a lot you can do except keep explaining to your customer that due to the Virus postage is delayed.
Go to the Aust Post website and look up the information there about deliveries to International countries, you will find a lot of information.
Anyone who answers you here will tell you that there is no point in trying to contact eBay at the moment.
They have stopped pretty much all personal contact due to the Virus, so you must start your own investigation.
We all understand your frustration and anger, and distress, many of us have had similar situations. You just have to take control and think clearly.
First,- did you send with Tracking? If yes you can follow up yourself and talk to the PO by messaging them, but could be approx 10 days before you get an answer. Then forward all the info from them to your customer. This will at least advise them that you are following up.
Secondly, - If no tracking number, then how much was the item? Is it worth the stress and upset that you are suffering?
Thirdly - Time for you to make some hard decisions, You now have no control over your item, so what are you prepared to do?
Fourthly - Did you advise the customer that long delays are the "norm" now due to the Virus.
Fifthly - You may find that your customer is honest, and if she receives the item will forward the money again after being refunded. (There are actually some that will ).
Personally I think, as the customer has started an item not received transaction, you probably cannot do anymore but follow through the system and refund them. And yes it will hurt but chalk it up to experience, and either stop selling internationally as some other sellers have advised, or make sure you can handle emotionally and financially the stresses and strains of selling on here.
We live in extraordinary times at the moment and what was working or acceptable early in the year no longer applies, you have to adapt. I think many of the sellers on here have found different ways to cope, with an acceptance that inevitably there will be some customers that just don't either understand that postage will be delayed, or the actual length of time post is affected, or that the Virus even exists.
Hard to understand but true.
Perhaps try what many of us do and add in a little extra to your pricing on all items to cover potential losses, so that over time your sales will protect you. All sellers will at some time suffer from theft or loss, and you just have to find your own way to cope/protect yourself.
We accepted a long time ago if we can't sleep at night, then this is not the right thing for us to be doing. It is just not worth it.
But maybe that is an age thing too, we are 72 and 76, Ha ha ha ...we try not to sweat the small stuff.
Keep reading the boards and adjust your store to whatever works for you, and what you are or aren't prepared to accept. Good Luck with whatever you decide, wishing you many sales.
