My eBay Uk customer reported me to Ebay regarding item not received which I have to refund them full

So went to my yodel account and found that the item was not delivered and the tracking number not working, I made complain about lost parcel on the 9th of March to Yodel for investigation and was told to provide proof Yodel reference number YOD******* and postcode of the receiver and dropped off document and images of the parcel which I did give to their team, then was told to wait for 14 days and I waited 14 days passed and later they rejected my claim without compensation, but with false accusations that I did not drop the parcel off at the local shop when actually I did because the drop off shop has security cameras inside the shop showing me dropping two different parcels for two different customers that same day, and they staff also help me to look for the parcel in their storage room and was not their meaning that Yodel driver has picked it up and I did paid for extra protection in case parcel get lost.

Then I log to my Yodel account that was when I saw their notice on my account that the case has been rejected March 29th 2022, 5:45 pm Rejected No Contact from Customer. Closed because you did not supply the required information within the given time window ( But this is an accusation against me they have made because during their given time window frame they did not write to me regarding any document extra needed, even I did contacted them on 19th March and was told to wait till 14 days for investigation to complete which I do have copy of the chat to proof that I was asked to wait till 14 days. But the closed the case with lie of accusation.

So I requested to re-opened the case again on 31 March 2022 and was told again to wait for 14 days without and that after the investigation they will let me know the outcome. I still have the copy of the chat where I said to them " 4:14:58 PM so what will the claim process actually benefit me the claim process will do what?, will they pay back my £12 parcel " and they reply 4:16:36 PM- Kelly the cover of the parcel that was taken on the booking and the carriage costs. That's right yes."

Since 31 March nothing from them for any additional document for me but to my surprise today 22nd April I received email from them saying the case has now closed. So I log into my account and there was a notice saying " Unfortunately your enquiry has been rejected. Reason We have not heard anything from you for a while so we have closed your claim".
But again another accusation, they told me to wait for 14days that I should do nothing but wait which I did and now they are saying that due to the fact they did not hear from me and so case rejected, it make no sense at all, during my first time complain online chat the team asked me to provide proof of dropped off receipt number, image of parcel before dropped off which I did and also I sent link of my Ebay seller item page showing the type of item that was lost still they make silly unprofessional excuses to make sure am not compensated.

And I tried to chat with yodel team but was denied access to ask why or what going on. When I tried to contact them on chat they automated robot refuse to pass me on to speak to any member this is bad. During my online chat Yodel team did not even give me or tell me about any traditional information's that will be required for me to supply to them to further their investigations I was left in the dark waiting for them to resolve my lost £12 parcel.

Now am disappointed for the bad lies, outcome case service and customers lack of empathy, they dominate, you the customer can't be compensate for £12 lost parcel what a shame for Yodel direct we the small business has to surfer and swallow for their driver mistake while they keep making money.

YODEL
Connected With
Live Support
SHANDRE
30:38
Welcome to Yodel Online. In order to identify you, can I please have the full name, first line of address and postcode on your parcel please? I would also like your parcel number if you have it please? Thank you.
You have now been transferred to Shandre

JD**************
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Joshua hobson
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1 pike law raod
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Hd7 4nl
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Nobody seems to be able to tell me very much about my parcel
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It was wrongly delivered. Promised again today it would be collected and re-delivered
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Hello?
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Thank you for confirming this information, allow me a few minutes to have a look, please.
Thank you for your patience but as I can see the parcel was delivered and it says JOSH signed for it.

Well i was told over the phone it was signed by someone with a D and Y in there name
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And i wouldn't be wasting my time on here if i had received it
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I checked with my neighbours and they have not received it
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Thank you for your patience Joshua, I do see a ticket was raised to the depot to conduct a driver's interview but the depot cannot get hold of him they will try again, please give it some time as the timescale is 24 hours for feedback. I do apologise about the inconvenience.

Well it has been 48hours since I raised a ticket. And I was told the driver had been informed to collect from wrong address and re-deliver. I even gave my phone number, so the driver could contact me, to tell me where he wrongly delivered it too.
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Something very dodgy about this service
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This is the last message from the depot, "Note Morning I have tried to call the driver no answer left voice message to call the office Thanks Geraldine
Yodel\geraldene. Jones - Thursday 21-DEC-2017 07:44 (8 hours ago) "

You wouldn't expect him not to reply to the depots call unless he had something to hide or avoid
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You can see my concern
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I am recording all phone calls and online chats. So i can forward to my supplier and for feedback for other customers
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Hope this is cleared up soon
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I don't understand why they still on market?!