Buyer said they haven't received item

This is the first time it as happened to me I posted a item on 29th August. The guy said he hasn't received the item still. I've got proof of posting and I posted this item 2nd class. I went to the post office yesterday to see if it's been posted the lady said you can track it on the royal mail website using your reference number on my proof of posting..ive tried this but it keeps telling me "this isn't a track service and cannot provide details" could someone tell me what to do now please? Thanks

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