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NEed help on insured and Sig confirm package

Hi I recently sold an item on another id for around $250 and I inc insurance and sig confirmation - now the package is missing say s the buyer
what to do - i check the item and it says watiing for customer to collect - so i told her to go with number and she says they searched the whole place and cant find it - what can I do? call the PO? any help would be great!
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