I’m looking for some advice with this please as this has not happened to me before. A customer hasn’t received their parcel, what’s the best way in going about it? Do you refund or send them the order again?? I am in the process of putting in a claim with the Royal Mail but not sure which way to proceed with the customer. Any help would be greatly appreciated 
Many thanks
Alise
Why don’t you ask the customer how they wish to proceed? If they bought the item as a present for someone but the occasion has now passed they might prefer a refund to the item again. If they were stocking up on cute cat tags for christmas then they will probably be happy with you sending it again (but maybe upgrade the postage to signed for in case RM have any further issues). Make sure you apologise on behalf of RM.
Sasha
Thank you Sasha, I may do just that. It’s always such a shame when these things happen as I don’t like to let customers down but having said that Royal Mail are usually pretty good so I shouldn’t complain!! Thanks again for your advice.
Don’t forget RM don’t consider a parcel lost until 2 weeks have elapsed.
Thanks @OrchardFelts it will be two weeks tomorrow since it was posted
I thought it was 21 days from expected delivery date. Have they changed it?
Edited - just checked and it is indeed 10 working days 
Just a thought but a few days ago someone said they had a parcel missing because customer had quoted a digit out on the post code.
Have you rechecked the address they gave you ?
You do get it twice of course - once on the order and once on Paypal.
Joy
I had a customer once (on that well known auction site) who had typed the number of her house wrong - both on e*** and on paypal. She complained she hadn’t received the parcel and I asked her to confirm her address and then pointed out her mistake - funnily enough I never heard from her again. Think she may have been trying it on!
Thank you everyone . I did check on the postcode finder and the address is correct. Maybe Royal Mail just messed up this time!
For future reference another good way to check any suspect address is using Google Maps. I tend to check it when I get addresses all in lower case
That’s a good one to remember, thank you Joy
I’m the customer now and my Ebay parcel hasn’t arrived.
I was really nice and polite at first and just checked it had been sent and said thanks, just checking when she said it had but then seller started getting stroppy, moaning about having to post it after work etc (not my problem).
Now several days late which is so unusual as to mean it’s lost so I asked for a refund / reported not arrived.
Seller has gone off on a major strop, has come very very close to libeling me, accusing me of having received it, says Royal Mail has proof it was delivered to my address but also suggests in her opinion (?) it was left with a neighbour.
My responses are sugary sweet and polite, her’s less so but she won’t be happy to get my latest where I quote Consumer Laws about responsibility being her’s until I receive it.
I think I’ll leave it now until November 1st when I’ll raise it a notch via Ebay … unless it arrives in the meantime …
PS I am puzzled by her claims that Royal Mail have evidence that it was delivered to my address. Note she hasn’t asked to confirm my address with me and it’s only just over a week so not late long enough to claim on Royal Mail.
Was it sent signed-for, Joy? Or maybe, if a small parcel, it has one of the new tracking numbers on the receipt? That’s the only way RM would be able to confirm delivery.
I don’t know. She hasn’t sent me any ’ proof’ just threats she’s sending my messages denying delivery to Royal Mail. EBay just says 2nd class and she hasn’t confirmed address she has sent it to.
Now I know I haven’t got it. My Post Lady hasn’t seen it and I am pretty fed up being called a liar.
She told me this morning to check my wardrobe.
Grrrrrrr
It has arrived. Had to be signed for as had to be repackaged. !!
No Royal Mail Proof of previous delivery to my address then!
Photo will be sent of package to seller when I get home from hairdressers.
Am expecting negative buyer review but I will fight that ;
PS EBay removed her very nasty feedback as totally unjustified. All I ever did was enquire about the non-arrival of an order. I am so pleased that as an experienced seller myself I knew the rules.