Buyer hasn’t received items

[52tracmac]

The buyer hasn’t received the items, I have sent the buyer proof of postage. The buyer took a case out to say she hasn’t received the items on the 20/11/2020 I sent her proof of postage via email. She then on 21/11/2020 closed the cases. So I assume she had received the items. I now have had a email from the buyer saying she hasn’t received the items. What do I do now

[*guinevere* · Accepted solution]

Proof of postage is not proof of delivery. If you don't have tracking to prove delivery you have to refund and claim from Royal Mail for the lost package.

I don't know why your buyer closed her case when she hadn't received her item, but she could go on to open a Paypal case yet, as she has 180 days to do so.