The tracking number shows 'delivered', but the buyer claims not to have received it | Delivery

ty_photo · 2024-09-27T22:28:42.165000Z

Hello, I sold an item on eBay and shipped the package from France to Mainz, Germany, via Colissimo. The buyer claims the following: "On the day the package was supposed to arrive, I wasn't at home. However, the package is marked as 'delivered,' and I didn't find any delivery notice in my mailbox, nor did my neighbors receive it." Then, the buyer contacted DHL several times, which was in charge of the delivery, but without success: the package is still missing. It's like a lost suitcase at the airport, but tracking the tracking number shows it as "delivered." The buyer says he will file a claim with PayPal to get a refund. However, on my side, I don't know whether the buyer is falsely claiming not to have received the package, whether the delivery company hid the package, or whether it was lost for some reason. In any case, I don't agree to refund without more information. I would like advice on the steps to take in this situation.Thank you in advance.

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The tracking number shows 'delivered', but the buyer claims not to have received it | Delivery | eBay France