Item lost in post

[excellentcoinz]

I sent an item to a buyer in Italy, It hasnt arrived and post service has acknowledged this, and offered to refund me. I have advised the buyer to seek reimbursement through opening a Lost Item Case but he has not yet done this.

I now learn that he is himself in contact with the postal service and seemingly attempting to claim the insurance money. I assume that the contact with PO is with me, and it is not an option for him to be reimbursed directly... would that be the general view?

Thanks for insights 

[plpmr]

some of your items are in Global and if the item in question was sent that way read this -

You need to be extremely careful how you handle this as you could be seriously out of pocket if you try to handle this yourself.

Your buyer needs to open a case for not received and you respond with the tracking number proving delivery to the UK Global shipping hub.

You cite that according to Global T&C you, the seller, are not responsible for any loss or damage in transit once it has arrived at the Global hub.

If the item was a coin[s] you might have problems if you failed to use the proper postal service.

[excellentcoinz]

its a quite low value item and the post service are already processing a claim to reimburse me ...i am most likely to be "in profit" at the end of this. I am totally happy for the buyer to open a non-received case and have twice advised him to do this! I'm not sure what is meant by Global shipping hub, the item was sent directly to buyer. Thanks for your comments