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Default How to query a missing parcel when you bought label on ebay

For awhile now I have been sending parcels using ebay, buying and printing the label through ebay (In-post)

Today I got a message from a concered buyer who said they did not yet receive the parcel, I tried to contact In-post direct, but on their website they ask for the Ref number (not the same as tracking #) also on the label there is a ref # but thats not working, I tried a different ref # on a diff parcel and get the same results, (invaild), also the tracking # is not the ref. So should I bring up the shipping query with ebay? Or is it out of their control?
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