I had that happen recently with an eBay seller, he mailed the package and it got lost in usps hell. I emailed him after about 3 weeks, he was frustrated and concerned, went to his post office, I went to mine both of us trying to track the package.
Our email exchange was fun, we talked about him being at Woodstock in 69 and my girlfriends family connection to that event, my love of the Giants, and his life as a retired guy selling cards. I made a new friend, as they say.
I could tell he was distraught over the missing item, I could also tell that it would have been hard for him to issue an entire refund, this was his biggest card that I had bought, a 4-in-1 at $340 I think. I told him we'll just wait it out, use our power of positive energy to will that card showing up at my office and not to worry about. He asked what we should do in the event it never shows up. I suggested he could refund me what he would have made on the card as a solution so we both shouldered a little of the pain instead of only one of us. And then I forgot about it.
Two weeks later the card showed up.
I don't have a suggestion on what you guys should do but I wish you both well in coming up with a fair solution.
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