Buyer charged with Royal mail postage despite sent with Evri

[drunkenclam]

I had a message from a buyer saying they had a bill for almost £10 from royal mail for insufficient postage. Despite it was sent with Evri at a max weight of 10kg. I still have a copy of the original label (always keep till confirmed delivery) 

Yet when I run the tracking number through ebay and Evri website. It says it hasn't been scanned for 12 days. 

How can the customer complain to ebay as it says 'as used SD, they will handle it' ? 

The extra postage is more than the cost of the item if I issue a refund.

[sml192]

Did you drop the item off at a Post Office?  Sounds as though it was put in the wrong sack by mistake, hence why it has ended up in the Royal Mail system instead. 

Your buyer needs to open an 'Item not received' claim.  As the tracking doesn't show as delivered eBay should refund your buyer at no cost to you (assuming it was sent using Simple Delivery which appears to be the case).  Your buyer can then pay the Royal Mail surcharge to get their item delivered.