Buyer opened INR case but track and trace says delivered

[nixie35]

I posted an item (value £25) to a buyer who is claiming non delivery although Royal Mail track and trace says it's been delivered.  They have opened an INR case and want a full refund.

Background info:

I marked the item as dispatched but forgot to add the tracking number

They opened the INR case 10 days later so I added the tracking number and the listing shows the item as delivered - it has a green circle with tick and delivered next to it.

I have asked them to check with neighbours, post office etc and they claim it's not there.

Do I have to refund the buyer and claim the item as lost with Royal Mail?

Should I ask ebay to step in to resolve the matter.

If you could provide some advice, I would be grateful.

[tobiasd4]

Better to always add tracking to ebay when marking as posted.

Add tracking to case now & you should win.

DO NOT ask ebay to step in, they are likely to refund buyer with your money.

[nixie35]

Thanks for your reply. I added tracking the same day the INR case was opened. So it does show it as delivered. Sent from my Galaxy