The buyer tells me that the item did not arrive and asks for refund - how can I make sure it's true?

[ncfx9]

Dear everyone, after selling a brand bag for a low price and posting it correctly, I was told 10 days after the postage by the buyer that it did not arrive.

The person seemed to me rather impolite and not that trustworthy already while handling the deal (it was already suggested to cancel the sold on Ebay as soon as the item has arrived so that the postage cost is returned). How can I be sure that it is not a lie? Am I obliged to return the money? Please help!

[nightnursekitten · Accepted solution]

Unless you have tracking showing delivery you are obliged to refund..ask the buyer to open a not received case..and either input tracking and you win, or refund through the case if you can't provide tracking...this will give you your selling fees back