Item is delivered , but buyer claims not received

[2007vera]

HI everyone

sold an item 12/3

Used integrated  ebay postage method ( sendle) so buyers address automatically added and trackign details also

Item marked as delivered 17/3

buyer immediatley contacted me to say it was NOT delivered adn raised a case via ebay

I responded to the case adding the tracking details

That was 7 days ago and the case is still showing "awaiting buyer's response"

Do I ask ebay to step in and help?

Will the insurance from sendle kick in ?

If so who has to contact sendle? Me as the seller?

Happy to do so but can't find contact details

Buyer raised a case with sendle also

she messaged  me - after she had opened the ebay dispute, but didn't message within the case dispute  just ebay messaging saying sendle told her to tell me to give her a refund which I  think is unlikely

I have tired ebay assistant and ebay chat - useless - they just tell me the item is marked as delivered which obviously I know

I obviously will try to help but dont' see that I should be liable for a refund

Thoughts? Advice?

[kopenhagen5]

Don't ask ebay to step in, 95% of the time they close in buyers favour.

If buyer doesn't respond, the case should time out and close in your favour.

[*kazumi*]

I do not know about sendle, but I have had item being delivered by "fastway" marked as delivered on Friday 1.32 pm. I only noticed on Monday when I was checking if it is due to come that day. After lot of panic and trying to contact the company, the very expensive item was delivered late Monday afternoon.
Maybe your buyer now has it and just did not bother to tell you?  What happened to the PP seller protection?