I have a customer that paid for express post which I sent 25/10.  She now tells me on Friday afternoon she needed them by today at the latest and that she hasn’t received the order yet. 

I sent the order express post 25/10 and tracking is just showing it’s delayed and in VIC. Tracking latest update 29/10 but nothing since. 

customer now wants a full refund even though I have fulfilled my part of the transaction. If she had of told me earlier I would have been happy to send a replacement order but it’s too late. Do I have to refund her considering I did my part?