Lady claiming item hasn't arrived but tracking says it's been delivered

[Debs_7129]

Hi all, I've been using PayPal for a while and never had a problem until yesterday and today. A lady purchased a ring from me and I gave her different postage options and prices for payment by friends and family or goods payment. She chose the cheapest option and paid me by friends and family. I posted the ring the same day by second class signed for tracked delivery. The lady contacted me yesterday to say that the ring hadn't arrived but when I checked the royal mail website it says that delivery was made at 10.48am on Thursday 03-02-2022 She has now started a conversation on PayPal with me? What can I do? What happens now? We are only talking about £23 (£20 for the ring and £3 postage) but I've definitely sent it and can prove that I have and she chose to pay and have it sent without insurance. I'm aware that second class signed for tracked delivery isn't insured if sending jewelry. I'm just worried that PayPal will refund her and I'll be left without the money or my ring? Any advice or information about this please?

[PayPal_Dian]

Hey @Debs_7129,

Thanks for posting in our Community. I understand that you received a personal payment for a ring that you sold. 

When the personal payment option is used we do not offer buyer or seller protection. The only case that can be created through PayPal would be an unauthorized claim. We will investigate that and if we are not able to find any unauthorized account access the claim would be denied. If we would accept the unauthorized claim, we would not be able to offer seller protection. When you sell items you should select the correct payment type for good and or service. This way we can offer you seller protection in these  kind of cases. You can find more information on that here. 

I hope this information helps. 

Dian