Item hasn't arrived to buyer

[purplemamba1557]

On the 8th of January, I posted an item that had a tracking number. Recently, the seller has contacted me, saying that the Royal Mail tracking number hasn't been working and their package hasn't arrived yet.

I've never encountered any problems when selling things in the past, and I'm not sure what to do.

[tressygirl]

You need to find out if tracking has shown delivery,  if it hasn't you will have to refund your buyer.

Did you post using Royal Mail?  Then, go on line to RM's Track and Trace.  Enter the tracking number it will show if the item has been delivered or not.  Forward this information to your buyer.

As said, if it hasn't , the buyer needs to open a case for item not received,  and you fully refund through those case details.

Then,  use your prroof of posting after the item has been missing for 10 days,  to start a claim for compensation for yourself for a lost item,  from Royal Mail.