claim item not received

[hexipod]

I have sold and sent an item,  and only just alerted that the buyer opened a case against me on the 12 May, having not received the item. The item was sent, 1st May, however, the address registered today  for the seller is not the same as on my receipt from the post office.

When posting an item I cut and paste the address. I have the post office receipt of the house number. and postcode for the address, however a different address appears now for the buyer.  I posted 2 items at the same time, my other item has arrived and there was no mix up of addresses.  And certainly not the address of the other item and not of any other address I have also sent recently. 

I am wondering if the buyer has changed address since the sale? Is this possible and so it would appear the item was not received? . I am quite concerned that this could happen. I have made an advanced search for the buyer's bidding and showing as not found. My computer has warned me of a security risk! “Warning: Potential Security Risk Ahead” The buyer appears also to be registered in Australia in 2018.

I wonder how I can resolve this, is this a scam to reclaim payment? can't get through to any help from Ebay.

[rebell45]

Since you are in the UK, you might want to post on the UK board. However, what does the tracking say, and what address shows in your Order details.  It sounds like you may have purchased your shipping label off eBay, is that correct?

[kensgiftshop]

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@hexipod wrote:

I am wondering if the buyer has changed address since the sale?

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They can change their address in their account, but it shouldn't change the address they gave with the payment.

If tracking doesn't show the package being delivered and it's past the estimated delivery date, you'll probably be refunding.