Ebay Parcel Not Received.

[windywillow]

A buyer has contacted me to let me know the parcel I sent two and a half weeks ago has not arrived.

Should I ask her to open a case with eBay, or should I just refund her?

I didn't send it tracked, got a proof of posting certificate but I don't hold out much hope of a refund from the Royal Mail.

Thanks in advance for any replies.

[THECORBYLOON]

This link shows the buyer is entitled to a refund since the item wasn't tracked.

https://www.ebay.co.uk/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116

[windywillow]

Thank you TCL. I know she is entitled to a refund, what I am wondering is - do I instigate it or does she? Does it make any difference?

Ultimately she will get a refund, but the advice I've been given by the Royal Mail is to wait 'a further few days' to see if it turns up.

This feels unreasonable to me, but I wonder if it will show up as I had a similar case a couple of weeks ago, a buyer reported non-arrival after more than 2 weeks, then it turned up!