Evri have failed to deliver my item to the customer who bought it.

[jemima1079.2008]

Customer bought an item, posted as usual through pre paid label and evri. Evri said several delays (broken down vehicle was one reason), then that the customer wasn’t it (it was a shop), then that I’d requested it to be returned to me (I haven’t). How do I get refunded for the item so I am not making a loss and also refund the customer as she hasn’t recieved the item!! Shocking service from Evri. I can’t find any info searching eBay.  Any advice would be great please 

[**peaseblossom**]

With Simple Delivery eBay refund the buyer for loss or damage in transit and you keep the payment.   So ask the buyer to open a "Not received” case.