Hello, I need your urgent help! 10 days ago my buyer won the item at auction. I packed it and shipped it with proof (posting receipt). However, after it was dropped off, the item was not transported any further, so it was probably lost at the drop-off point. DHL has been contacted and there is a trace request and a case number with DHL. But that takes time. Now the buyer is rightly complaining that they haven't received their item and wants their money back because of non-delivery, and eBay...

Then you need to sort that out with the buyer, @thomasschoer .I assume the tracking number is stored on eBay.

Goods received, but not shipped by DHL | Members help members

Goods received, but not shipped by DHL | Members help members | eBay Germany