If you’re using eBay Simple Delivery, you can’t claim directly from the Post Office/Royal Mail yourself. If an item goes missing, the buyer must open a “Not Received” case, after which eBay typically refunds the buyer automatically. eBay will then handle the investigation and any compensation with the courier. As the seller, you do not need to file a claim and you usually keep the sale proceeds, while eBay manages the loss on your behalf.

 

If it wasn’t sent using Simple Delivery and you used your own postage, then you can claim directly from Royal Mail once the item has been confirmed as lost.