Yes agree, very hard to explain that to customer when they are attempting to save some $'s and nothing works.

We as sellers, seem to be the ones who bear the brunt of their disappointment or worse anger, when really out of our control. 

We were lucky in that they were quite accommodating and although frustrated they bought and paid for their items and trusted us to do the refund.

I am posting their purchase this morning, and have refunded postage.