Eartherella Soap & Candle Co., LLC complaints

My customer placed this order on October 21st, my largest restock and product release of the year. All products are handmade and I made it clear on my website and on social media channels that orders would take a couple of weeks to ship due to me making all products myself and being the largest product release for the year and customers purchasing for Christmas gifts. Customer's order shipped on November 9th. I never received any communication from my buyer until the day after the package was sent back to me, on Friday, December 1st. I looked up the tracking and the USPS showed they attempted to deliver 3 times and then returned it to me because it was unclaimed. Customer said her USPS office told her it wouldn't happen again but she said she still wanted a refund. I offered to re-send it to her at my expense again (she received free shipping on her order to begin with). She declined. I let her know my policy stated on my website - that the original shipping cost ($7.70) would be deducted from her refund since I was not at fault for her returned package, and that I would be deducting a 10 restocking fee. My website actually states I charge a 20 restocking fee but because her order was over $200 I was only charging a 10 restocking fee. She said she wouldn't charge her customers but said she understood that we have different ways of doing business. I thought that was the end of it, and I refunded her in full minus the $7.70 shipping and the 10 of her order ($20.67). All of my policies are stated on my site for everyone to see. She claims I didn't tell her what my refund policy was but it's not my job to tell every customer at the time they order. It's their responsibility to view the policy before ordering if they agree to the terms. My attorney says I'm well within my legal rights to charge a restocking fee and to recoup the shipping I paid out of pocket for her order that she wants to refund at no fault of my own.

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I also have screen shots of our conversation that prove my statement is a fact. If these weren't marked down items on my website and I could have resold them at full price, I may have been willing to waive the restocking fee. And instead of charging her a 20 restocking fee, I only charged her a 10 restocking fee, which I thought was very fair. Customer also stated in those screen shots that she would file a claim with the USPS. USPS tracking info on her order shows how many times they attempted to deliver it: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=92612903039351541419761496 I also offered to re-ship her order at my expense. There was no pleasing this customer, and no compromising for something that was 100 not my fault. Her order actually came through Shopify as "possibly fraudulent" (Shopify doesn't tell me why, but I can show proof). Her original payment method was declined and she resubmitted a second credit card. I am now wondering if she couldn't afford this order and this is why she was not claiming the package from the USPS, and why she's pressing so hard on this $29. I have lost $200 on this order because she did not accept the pkg.

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