Buyer saying not received

[bestkindoftrouble]

I sent an item and have proof of postage but the buyer says they didn't receive it. I wrote in listing that I keep proof of posting and I am not responsible for it if it doesn't arrive. Do I have to refund them? If I refund them and the parcel still turns up then I have lost out

[**peaseblossom** · Accepted solution]

You can ask the buyer to contact their local delivery office in case it's there.  You can find it here for them:

http://www.royalmail.com/delivery-and-collection-office-finder

but if it doesn't turn up you'll have to refund their money.   If they have opened a "Not received" case do it through there so you don't get a defect on your account.    If you don't ebay will force the refund and that will harm your account.