ordered from her many times already, she has been very responsive and honest, so far no issues.

for this kind of situation try to figure out where is the root cause :
1. If it is because china seller did not send out the items, then agent need to follow up and try to resolve the issue with the seller
2. if it is due to custom took it, i guess this has to come to an agreement & T&C between agent and buyer in case such issues happen, how should this be settled

mind to share how you resolve?

so custom suka suka can take people's items ??