Item was lost in mail

[Frederick18]

I sent an item to someone in Hong Kong the package was lost in the mail so I told the customer I would exchange it for something else I sent it they received it now they want another item because I posted the new item after I sent 2 packages one was lost the other was delivered what should I do?

[Whac-A-Mole]

it is upto you.

if they file item not as described,they wil be asked  to return the package with tracking to get their money bck