Item not received help.

i_love_it

I sent an eBay sale on 3rd October via 2nd signed for. 

Tracking shows delivery attempt on 6th October no answer, available for collection or re delivery. 

Buyer sent message to me today 30th October to say re delivery was arranged and never happened. 

Buyer has raised a complaint with RM. 

Buyer says in message that she is told it has been returned to me. 

I have not received it. 

She sent me a reference number for her complaint. I’m not clear of what I can do with this. 

I’ve asked for more details regarding dates as the 18 days have lapsed for re delivery or collection. 

Tracking has never updated since the original delivery attempt on 6th October. 

Update; 
buyer has now revealed that re delivery was arranged to local post office and not home address for 15th October, she was given a new tracking number for this request. 

On checking that number it was last updated on 15th saying prepared for re delivery. 

When it never arrived at the PO she made a further re delivery request back to her home address, she has sent me screenshots of this correspondence which indicates 2 parcels. 

She has revealed 2 parcels are involved ( only one from me) both these parcels are still missing. 

The second re delivery never happened because the 18 days had passed and no further tracking. 

In a normal IRN I understand my obligation to refund and claim from RM 
But does the changing of addresses and time lapse alter this? 

Buyer has stated she has been advised to ask me for refund and I claim. 

But how will eBay view the situation? 

How to proceed? 

What are my obligations if a IRN case is filed. 

Thanks for any feedback if you’ve had any similar experience. 

Buster_Danog

This hasn't happened to me but I would contact Royal Mail customer services as they may have more details on their system. My understanding is if the Post Office had it then it would be returned to the local sorting office which would return it to you.