A buyer is claiming not to have received an item I sent 12 days ago, I have proof of posting

[amye3897]

A buyer is claiming not to have received an item I sent 12 days ago, I have proof of posting, am I responsible to offer a refund? She paid through PayPal., and would I be reimbursed if this were the case? This has never happened to me before so would appreciate some advice, thanks. 

[roger_roger_over_and_nowt · Accepted solution]

If you sent by RM and the item was over 25mm thick and weighed over 100g you will have a 16 digit reference number on your proof of poswting which you can use to check status on RM track and trace site.

If you don't have that number you would have to refund in full and claim off RM if you meet their criteria.

[amye3897 · Accepted solution]

Thanks for the info.