Hi guys,

I sold a small priced item on 31/3, buyer paid the same day. I organised postage through C&S on the same day as well and it was placed in the box the following day. Tracking number was automatically added to the order.

I checked via the AP website a few days later, and it said it had been delivered on 3/4.

Yesterday (10/4) I received a message from the buyer saying it hadn't arrived, that the parcel couldn't have fit into her mailbox and that she contacted AP who told her I had to initiate an investigation. I have done this and am awaiting a replying from AP.

I'm not quite sure what to do from this point. I've advised the buyer that I'm awaiting a reply from AP and also responded (of course) to her initial message about the item not arriving, but I haven't heard back from her.

What are my obligations here? She hasn't lodged a dispute with PayPal and it's only a small amount of money but do I refund her even though the shipping info states delivered? Do I refund her purchase price and postage? Do I wait on a reply from AP? Do I advise her to open a PayPal dispute?

Had there not been a tracking number I would have refunded her immediately but since there is, I'm not convinced it's my obligation to do so.

Any advise would be appreciated.

Thanks in advance.