Bitcoin Forum

Issue resolved, refund received after 3+ months

We sent this customer's order and were notified after some time that they had not received it.  We have not received any returned package, so we have an open inquiry with the post office which is necessary for the insurance company to determine that the package is lost and that the insurance claim can proceed.  Due to the irreversible nature of Bitcoin transactions, we cannot return funds until we receive the returned package or the post office confirms that the package wasn't delivered and has been lost.  Simply returning funds as soon as a customer says that they hadn't received their order would make us a huge target for scams that would quickly put us out of business.  Even without scams, we often encounter customs delays or sometimes packages will "re-appear" after these inquiries are started.  Unfortunately some countries' inquiry processes take much longer than others which is something we do not have any control over, but we plan to add a more comprehensive Shipping FAQ to our site detailing these kinds of scenarios so that customers can be more aware of what to expect if there are problems with shipping.

We have been in constant communication with the customer for every step of this process.  We look forward to having this issue resolved to the customer's satisfaction as soon as is possible, though that does still require continuing to wait for the results of the postal inquiry.