Vinted review: Not refunded for lost item

I bought Paw Patrol Crocs charms on August 30th and opted for Yodel Collection at store. The seller posted the item the next day and on September 5th I got a message saying that my parcel was ready for collection and would be kept for 10 days before being returned to the seller. I was abroad and could only go on September 14th to the store, where they didn't find the parcel even tough it appeared in the tracking as if it was there, and suggested I contact Yodel, which I did immediately and the next day they informed me that the parcel was not at the store and was lost and that I should contact Vinted.

On September 26th I received a message from Vinted saying that the carrier had confirmed that the parcel was delivered so they released the money to the seller. I explained that this was not true as the parcel wasn't in the store to be collected and it was lost. However they told me that was their final decision and nothing they could do about it.

I contacted today October 2nd Yodel again and they informed me that on September 19th, after Vinted submitted the enquire about my parcel in their investigation, Yodel informed Vinted that the parcel was lost and they should claim according to the insurance policy.

How is it possible that Vinted received the information that the parcel was lost, and I still got charged knowing that I never received the item? How easily they can say the carrier has confirmed it was delivered, and not showing proof of that? I have tried today to explain to Vinted support and received the same ridiculous answer of "we have to follow the procedures" and "this is our final decision". I am left without the money, without the item and nobody is responsible. They would not show me the mentioned "confirmation" from Yodel saying the parcel was delivered, which is completely different from what I was informed today again (that the parcel was lost)

I feel helpless and this is scary, if they can easily charge you even if the carrier loses the parcel. Unfortunately Yodel would not give me written direct information as they say they have to respond to Vinted and not individual buyers or sellers, so I have no way of confronting Vinted about the status of my parcel.

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