I sell my pottery on
ebay and I have had that happen quite often. I put in the description that I'm not liable for lost items but, when they say they didn't receive it, then I have the problem of refunding.
Most of my items are large, so now they need to purchase insurance for it. I have always refunded so I would not get negative feedback's. I've currently started selling some of my stamps and postcards but have yet to have any lost. I don't ship Worldwide or Canada yet. So maybe if I did things would get lost.
Feedback is a touchy subject, especially if it is a person who has it out to destroy people who have 100% feedback. I clearly describe in detail the items plus, pay for a few more photos of things. Since all of the items I sell are full profit anyhow. I get free clay and my stamps/postcards are from my grandmothers hoard boxes. I use duplicate stamps for a percent of shipping my items. Gary