Item not received but sent signed for, why do I have to refund the buyer

[minx5901]

I sent an item 2nd class signed for but it hasn't arrived. The buyer has opened up an item not received case, and when I check it seems I have to refund the buyer if it doesn't arrive. How is this seller protection ? I will have no funds and no item. What is the point of sending signed for? I always was under the impression if you could prove you sent it ie have the post office receipt, that was your guarantee. Please advice, thank you in advance

[pixiesen2012 · Accepted solution]

you have to provide proof the item arrived, if you don't have this you have to refund,

seller protection covers you when you can prove an item was delivered when the buyer says it wasn't

once you have refunded the buyer you use your post office receipt to claim from Royal Mail

[minx5901 · Accepted solution]

Thank you……what a nightmare!