I sold item ond

I sold item on ebay, used ebay “fully protected” shipping label via Royal Mail and that’s it. Parcel lost! Tracking nr not updating for 3rd week. Trying to reach RM customer service but they didn’t respond for 2nd week now. But what I think, where is eBay seller protection gone? If postage service is fully protected then from what they are protecting me from? 
Tried to find the way home to report lost item but always ending up with cheap AI customer advisor who is definitely not intelligent, because not solving problems at all. 
Who to ask ? 

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I sold item ond

The buyer opens a "not received" case and ebay issue the refund themselves.    You keep the original payment.

 

 

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