Buyer has messaged me they have not received the item

[NadiaWadia]

A DVD boxset which I posted out on 6 October. First class post (certificate of posting).

I have no reason to think this buyer is trying it on, as they have good feedback. And I suppose DVDs are the kind of thing that do 'go missing' in the post?

How should I handle this? I am prepared to give them a full refund of course, but when should I? (And how - through eBay or PayPal? - and do eBay get to keep the selling fee?)

And is it worth claiming from the PO (it was not a new item but in good condition).

Wish I'd just kept it now - FGS eBay is so complicated!

Yes claim from PO.
Steps:

refund to the buyer (Paypal keep 20p, you can't get around that)

Move to cancel the transaction (so you get your final valuation fee back)

Claim from PO if you have proof of posting (forms near the door ime), instructions for Ebay sellers are on the form

Sorry gotta rush, but you can google how to do the steps if no one else replies.

When I had this recently I told the buyer when and how I'd posted it, asked them to confirm the correct address (just to check in case of any PayPal mistakes) and then explained that royal mail don't class it as lost until 15 working days have past (and you can't make a claim til then) so asked her to wait a bit longer and if it still hadn't arrived then I would refund. I also suggested that in the meantime it would be worth her contacting her local sorting office as sometimes royal mail don't
leave cards. She did that and happily the parcel was there.

paypal don'tkeep any money when you refund, all paypal fees are cancelled after you refund in full

It's not often I catch you out, Fergoose. :)
Paypal keep 20p, the standing charge, on refunds, even full refunds.

well I never - is that a new thing then??

I think it's a new thing? - saw it mentioned on the community boards over on ebaY.

oh well that is a bit flipping greedy of them isn't it!

you can download a claim form no need to go to PO, make sure you scan or take photo of proof of posting before you send in case it goes missing too

Thanks for your replies. I have asked him to check his local sorting office and with neighbours, and if no luck I will refund him of course. No reply from him yet.

A friend of mine had been stung a few times for 'items lost in the post'. She has proof of posting but ebay will refund them and take the money back out of your paypal. I only post recorded now and it seems to help avoid the problem

Relief - he messaged last night to say it turned up yesterday. Goodness knows why it took nearly 2 weeks (1st class post - what is up with Royal Mail?)

or maybe it WAS sitting in his local sorting office all the time