International buyer is claiming item has not arrived despite tracking showing that it has?

[mumsathomehobby]

Hi, 

I had a buyer from France buy an item from me a few weeks ago, I did not upload tracking info straight away and she claimed it had not arrived so I added the tracking and sent it to her in a message. I have also sent her the auspost website and told her she need to fill out a missing item form. She says that she is going file a litigation complaint with paypal and she has proof it was not sent because she has been to three post offices that have told her it is not there.

My question is, can she force me in to giving a refund when I have sent the item? I don't know what to do here, I have tried be as helpful as possible, but what can I do when the item is in France?

TIA, Megan 🙂