Buyer says item hasn't arrived, but the tracking says otherwise. What do I do?

[helenmacca01]

Buyer says item hasn't arrived, but the tracking says otherwise. What do I do?  Do I have to refund the amount?  According to the Royal Mail website I have to wait 10 working days before I can report the item missing via their online form - I have all the necessary details (proof of postage etc) - so I don't know if Royal Mail will compensate me for the loss at the moment.  The buyer is putting a lot of pressure on me to refund immediately.

[**peaseblossom**]

The buyer wil not win a "not received" case with ebay as long as you entered the tracking number into My eBay/hub,  or you used ebay postage  in which case it would be entered automatically.     Ask the buyer to ask their neighbours because someone will have it.

[floral.lines.supplies]

If Royal Mail's website has the parcel delivered. Instruct the buyer to open a 'not received case'....then upload the tracking number  and in the message box write a short statement -  Royal Mail track and trace website reports item was delivered on such a such date. Ebay will close case or you can force it closed by sending to ebay customer services once that option becomes available or use chat.