We always send a replacement for lost articles.

Since the original never arrived then it was clearly outside the ebay estimated delivery date. So the buyer answered NO.

But even if we had refunded that would not have stopped the buyer from leaving feedback and still aswering NO to the same question.

So would still have gotten the late delivery defect anyway.

So it seems in a case like this you are damned if you do and damned if you don't.

When using large letter you are always at the mercy of the buyer when they answer this question as you have no comeback with tracking as proof of postage.