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@pjdj89 wrote:

If you’re using eBay Simple Delivery, you can’t claim directly from the Post Office/Royal Mail yourself. If an item goes missing, you need to go through eBay and open a case. They will handle the investigation and any compensation with the courier.

If it wasn’t Simple Delivery and you used your own postage, then you can claim from Royal Mail after the item is confirmed lost.

 

 

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Just to clarify, it's the buyer that opens the case when the seller uses Simple Delivery.  Sellers can't open cases.