Item tracked as delivered but customer says not received

[hls_1000]

Hi there.  I sold an item, postage was via simple delivery and Evri courier. The item is showing as delivered but customer hasn't got it. They opened up an item not received case but ebay closed it. The buyer has contacted me again saying ebay have told them I need to provide proof of delivery. I don't know how to get this as Evri wont recognise the ref or tracking number when I try to raise an enquiry, presumably as I dont have an account with them, would ebay be the 'customer'? I feel bad for the customer as they have paid for an item they haven't received but if I'm refund I'll be out of pocket. Does anyone know how to take this forward? 

[jckl1957]

If it was Simple Delivery, you were not involved in the postage - the buyer paid Ebay who provided an Evri label.

Tell the buyer they will have to pursue this with Ebay as there is nothing you can do.

The buyer has access to the tracking - if it shows delivery to somewhere other than their address, they may be able to make a claim through their payment provider or get proof of mis-delivery from Evri to take to Ebay.