Hi - hopefully this falls under ‘general advice’, but here goes anyway. I run a small online business selling replacement parts for various items (our customers generally come from the UK and Europe, but sometimes further afield). Normally, deliveries are trouble free, but in this instance, a customer from outside the UK ordered two parts and both were eventually dispatched. Unfortunately, one part was incorrectly labelled. The customer got in touch to let me know, and I offered to send out the correct part once the incorrectly sent part had been returned (for which I would reimburse or pay up front for all shipping costs). However, the customer refused to return the part off their own back (the part is quite large), so on their insistence, I had to arrange for a courier to pick it up from their address instead. I arranged the courier and a collection day, but unfortunately, the courier company didn’t turn up. On this same day, the correct part was delivered to the customer. When I discovered this, I got in touch with the customer, who complained about having to wait around. This time I offered to arrange an alternative courier to pick up, but also suggested that it may be more convenient for them if they arranged the collection or drop off from their side (for which again, I would be happy to pay all shipping costs, either up front or by reimbursement). A day or two later, the customer responded by saying they have gone on holiday. I sent a follow up e-mail three weeks later, but it has remained unanswered. Where do I stand? If they ignore another follow up e-mail (beyond the point of a normal holiday period) then, what, if any course of action could I take?