Sold Item - Lost in Transit

[anchorman657]

I'm the seller. I sent (higher value) item through Express International Courier (DHL) to Canada (from Australia)

With full tracking and signature on delivery.

Looking more and more likely that DHL have lost it (their admission.)

I have full shipment and tracking details.

The buyer paid via PayPal. They are helpful/communicative but will be wanting a refund should they not receive it.

I hope (pray) that I am covered by PayPal's Seller Protection Policy but the buyer will be covered by eBay's Buyer Protection Policy.

Can anyone advise what the best action is once DHL confirm the item as lost in transit. Should I have the Buyer raise a PayPal claim?

Or should it be handled through eBay?

Could use a bit of help on this one. First lost item in 13 years. Not shipping to Canada again.

[azaleacottagecraft]

We have 7 parcels 'missing' from mid March all going to Canada - was told by 2 staff on phone at AusPost when lodging missing mail forms that there is a 6 week backlog at Canada customs on top their already slooooow delivery. Even EMS is at a stand still.

Maybe DHL have a backlog there as well.