Parcel marked not collected, was collected, now missing, HELP!

[disgruntledsnowman]

I sold an item on eBay and purchased a Royal Mail Tracked 48 label online, selecting the "bring my label" option. The postperson arrived the next day (12th Nov) and collected the parcel. However, minutes after they left, I received an email stating: "Unfortunately, we couldn’t collect due to the following reasons: The parcel wasn’t available when we called."

I later asked the postperson about this, and they explained that their PDA showed multiple collection codes and assured me the parcel would be scanned again at the Delivery Office. Despite this, no further tracking updates have been made.

Now, the eBay buyer is claiming the item hasn’t arrived and is requesting a £100+ refund. I went to the Delivery Office to investigate, but they had no information. I also contacted the Royal Mail and got a complaint reference.

To make matters worse, when I try to report the parcel as lost, it asks for proof of postage—but I don't have anything as the email says it wasn’t collected!

This has been incredibly frustrating! What should I do?

[Snaggletooth]

I also contacted the Post Office and got a complaint reference.

It has nothing to do with the Post Office, you need to make a complaint to Royal Mail.

[disgruntledsnowman]

Sorry, I contacted Royal Mail.

[disgruntledsnowman]

I also contacted the Post Office and got a complaint reference.

It has nothing to do with the Post Office, you need to make a complaint to Royal Mail.

Yes, I contacted Royal Mail.