I'm a seller, should i send a replacement when the case still is open

[Maitope]

Hi! 

I have a customer that didn't receive her order, I claim to Royal mail and they confirm was a lost parcel and pay for it. Now the customer and I agree to send a replacement with a different postage service, but i don't know if i should wait she close the case or just send the replacement ans wait that she receive the item to close the case.

Thanks

[PayPal_david]

Hi there Maitope. 

Welcome to the Community!

If the shipping company have confirmed that an item has gone missing in transit, we would advise you not to ship a replacement item while there is a case ongoing through PayPal.

If the case is found in your buyer's favour (which it sounds it could be if they never received the item), they would receive a full refund. When this happens, you could ask them to send a new payment to you and you can send a new item to them at this point.

I hope this helps.

David.