Royal Mail International shipment not arrived

[s.vickers]

Hi,

I posted an item to Israel with Royal Mail International Standard. The whole time since I posted it the tracking number hasn't been working (I don't think tracking is part of the service). Now the customer has requested a refund because the item hasn't arrived. I've just spoken to Royal Mail who said that they can track it on their system, and that it got scanned at Heathrow and that's the last bit of info they have. Couldn't tell me for sure whether it has left the country or not. They said I have to wait until the 24th before I can claim it as a missing parcel. Tbh it seemed that the woman I spoke to didn't really know what was going on at all.

My questions are, should I just refund the buyer now (even though it is possible that they've either received the parcel or are going to receive it? And, has anyone experienced any problems posting to Israel?

[plpmr]

if the buyer has opened a not received case and you cannot prove delivery you have 3 days to refund or eBay will force the refund.

Unless the buyer opened a case do not refund.