Really important question about Customers and their orders

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Tourist
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Hi everyone, so I have a question that has been bothering me for a while now.

 

The situation is I have 2 customers who ordered from my store. After 1 month of not receiving their products, they both sent me an email wondering where their products were. (This was in Feburary/early March when corona was just beginning so I simply told them that because of coronavirus there will be some delays in receiving their orders.

 

Now the thing that is bothering me is I'm not sure if they ever received their products because I usually receive an ali express email saying that the order was delivered however with these 2, I'm yet to receive an email from ali express. If I check the shipping tracking number, they both say expired.  I haven't heard back from either customers asking where their product is.

 

What do I do? Should I worry? Is it possible that they have received their products? Do I send them an email asking if they received them? I want to close my store but I don't know if I can if they haven't received their product yet.

 

Any advice is greatly appreciated 

 

 

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Hello @PLAi 

 

What does the tracking info say? 

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Tourist
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@dropship_helps Firstly the tracking number says Expired. 

 

This is a log of the history:

 

2020-03-09 08:19

Origin Post is Preparing Shipment -> We have received notice that the originating post is preparing to dispatch this mail piece.

 

2020-03-09 08:19

CHINA, SHANGHAI EMS, Processed Through Facility

 

2020-03-09 07:27

CHINA, SHANGHAI, Processed Through Facility

 

2020-03-08 21:51

CHINA, SHANGHAI, Processed Through Facility

 

2020-03-08 19:37

CHINA, Acceptance

 

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