Hi Ash, over many many years I’ve never had an issue with Royal Mail or Oz Post. I think Royal Mail & Oz Post, are excellent services, but things do go missing. I’ve had a few instances were items have gone astray. I do know that tracked items that hit Australia from overseas are recorded but generally if the tracking says “in transit” indicates it hasnt reached the country of destination.
Ash, in the last few years I make it a habit to photo my parcel address and the postal receipt before I send an item. I also lodge any item at the front desk at my local post office. This records on the tracking order as the first event. If I simply post the item in the letterbox, the first tracking record will be at the sorting facility. I do this for insurance but mainly for eBay so they can’t come back at me for a refund. As a seller, I view the transaction as completed at the point I’ve delived to the post office. I think you have been very generous to this buyer. If you are using eBay, just make a disclaimer that no responsibility will be taken for lost in transit items. Buyers for whatever reason, blame sellers for lost items and while it is understandable how a buyer feels IMHO, it isn’t right. Cheers mate. KP