Royal tracked 48 parcel due to be delivered on 4th oct but not showing delivery or update

[florenda]

Buyer has opened a case of item not received. Checked tracking on website and it says it has been stuck in Jubilee MC since the 3rd but expect to be delivered on 4th with time slot.  No delivery or scan has been made. Tried to check delivery options and it says the parcel is being rerouted so no options available. While it's possible they delivered but they have not scanned then but I have no way of knowing. 

Going to be contacting royal mail but will I still end up having to refund if I leave ebay to step in if Royal mail can't find out where it went?

Don't usually have issues with royal mail tracked services，this is just one odd one. I have another item sent by royal mail which seems to be doing fine but tracking is not updating on ebay.

[**peaseblossom**]

If you used Simple Delivery ebay should refund the buyer themselves in cases of loss or damage in transit.   You keep the payment.

[jckl1957]

If you didn't use Simple Delivery, and you are being asked to deal with this case, then you should refund the buyer.

If you used SD, Ebay will email you to say you don't need to do anything.  Otherwise, refund within the timescale in the case.

If you wait and let Ebay step in and refund, you get a defect on your account for a case closed without seller resolution.

You can then make a claim via Packlink or Royal Mail for the cost of the item and the postage, although I believe you have to wait until 10 days after expected delivery for a Royal Mail claim.