What to do about a non delivery as a seller

A buyer has just messaged me to say an item I have sent to them has not been received yet and it was posted 11 days ago 2nd class. I have contacted Royal Mail to ask about chasing this up and I have to wait until 6th August to do anything. (3-5 days expected then allow 3 days then 15 days to follow a complaint!) Anyway, I have decided to look what I can do through Ebay to try to get a refund for the buyer but just wondered is it up to me to chase or the buyer? I don’t mind doing it but in the past I have had about 5 things that have not been delivered to me and as a buyer it was left to me to do the chasing. Does anyone know what the procedure is for the buyer to get their money back? Thanks

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