Can anyone help with info on the process of buyer's missing item? | Seller Central

poukajr · 2026-07-02T12:22:59.078733Z

Context:I sent a few items I have sold, some old video games. Two of the items (separate buyers ) have no tracking updates from Royal Mail on the eBay system. I monitored these items for more than 2 weeks and now the 1 buyer has reported as item has not arrived. I believe them as I can see that from the day of posting there was no updates since and now blank as if nothing was posted at all. I have a receipt as proof so I have all I need to show I am not at fault. They asked for a refund, I have accepted to process it and messaged an apology. I tried to make a claim with Royal Mail website but I cannot since the system states its still too early to claim. What can I do now? Does eBay have a system to help make a claim? Technically the buyer is missing an item, but I refunded the item. eBay makes buyers buy protection fees, so how does this come into play?I know that a second buyer will come forward for their missing item. Clearly something went wrong that day at the post office. How can I do things different second time round?

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Can anyone help with info on the process of buyer's missing item? | Seller Central | eBay UK