Lost parcel

[chirppygirl]

Hermes couldn’t deliver parcel as restricted access, delivery was attempted 6 times and its now held awaiting more details but neither Hermes or eBay know what details they are , I’m told by both to wait for tracking to update , a week later still wants more details , customer say my fault should have sent Royal Mail , they also gave me incorrect postcode to redirect parcel and by the time I got right details it was to late to change it . What should I do

[arkwebus]

The difficulty I find is that whereas Royal Mail is transparent and leaves a card saying where [locally] to collect the item the couriers are often based miles away.

If the buyer wants a refund s/he must open a case for non-receipt through the resolution centre [link below].  You must refund whether or not you can get the item back.  

If you refund through any other way this is fraught with danger in that you risk having to refund twice and being given a defect

@chirppygirl 

[chirppygirl]

they say I keep putting the onus on them to do that and feel its up to me as I didn't use royal mail , but my listing stated Packlink as the delivery service .
Guess I wait for her to open case as I have advised several times .
thanks for your advice