Royal Mail did not deliver the product to my buyer and buyer want a refund. I have proof of postage

[creativmart]

My customer did not receive the product from Royal Mail using Royal Mail 1st Class/2nd Class Letter Service without tracking. I have proof of postage with me. But my customers want refunds. What other sellers handle this kind of situation? If anyone faces this kind of trouble please share your knowledge to handle the customer. Thanks

[jckl1957]

You need to refund the buyer.

They should open a case through Ebay stating that they did not receive their item.

Then, you should claim for the undelivered item from Royal Mail.

[creativmart]

Now, I would like to know how can I claim from Royal Mail and what documents I need to submit and were?

[tobiasd4]

Use your proof of posting to claim from RM. 

As a business, they will require proof of item cost to you, usually invoice.

Check www.royalmail.com for info.