I have purchased Royal Mail 2nd Class Large Letter postage via the eBay app, and it has been marked as delivered. The buyer has messaged me to say the parcel has not been received.
I'm trying to find the appropriate way to deal with this now that Packlink is handling postage label processing, as the eBay/Packlink site won't accept the Royal Mail tracking code they issued me, and there is no way to contact support if you are unable to proceed.
I have dealt with Royal Mail compensation directly in the past, and it's fairly straightforward if a little long. I've heard that Royal Mail advise that any claims from eBay/Packlink need to be processed via eBay/Packlink, and not Royal Mail – can anyone advise if this is correct?
I'm not sure how I need to advise the buyer – it would seem the best approach would be to instruct them to raise a claim, but as a seller I don't want to advise a claim against me when I'm doing my best to help the buyer!
