What happens when tracked parcel is lost?

[arieschicke]

buyer has opened a case against me as item has not arrived after 2 weeks.
I have tracked the parcel and it just says we have your parcel and is last updated the day I posted it :(
What happens next? do I have to refund? TIA

Call the parcel company! It's their responsibility.

I will contact rm but I'm not holding out much hope tbh

you have to refund the buyer in full now and claim from the courier for the lost item.

Royal Mail are the worst for up to date tracking info imo,I had one go missing quite a while ago and whilst they where chasing it it arrived back with me ?? Refund now and chase Royal Mail.

RM often deliver and don't bother with a signature. Which is why I send everything Hermes. The buyer may well have received it, but as the tracking hasn't updated there is no way you can prove it sadly.

Yes, you have to refund (then you can raise a claim with Royal Mail to cover your loss.)