Buyer not received item, help with procedure please?

[BriansWife]

Hi, I posted an item to a buyer on 28/9 (so will be 3 wks ago tomorrow) and just had a message to say they haven't received it. I actually clearly remember this one because I had to repackage to make it into a small parcel, and I have the receipt to show proof of posting.
Do I ask the buyer to check their local sorting office first. If it doesn't turn up there do I then issue a refund and take up with royal mail myself? It was low value item (they paid under £3) and sent normal 2nd class, no insurance or anything.
Thank you, not had 1 go missing before and bit confused as to what to do.

You do understand procedure correctly.

You grovel to buyer (today) & ask very politely if they can check with the sorting office before you refund. Also check that the address you have on your PoP is the same as what they think it should be. Assuming they don't receive item, you refund fully with big apologies. Since it's been 3 weeks you can go ahead & claim from RM now. You can claim full sale amount + postage you paid. You need to print off copy of the sale page to send in with your claim. Form is at Post Office & has pretty clear instructions. They normally refund within 3 weeks, I find.

Thanks v much lljkk! Have now sent grovelling message to buyer.

by the way you've done nothing, the grovelling is just to try to protect your f/back. Kind of a pain for all!

*done nothing WRONG, oops, sorry.