[mike oxlong]

I'm assuming you are from the UK since you are talking about royal mail. In that case, you aren't the one that files a claim, it's the merchant that needs to file the claim. Interested about the manual RTS you mentioned in an earlier comment if you are open to sharing information.

Merchant asked me for a lost certificate so he can refund me  so I have to nah ?

If you are in the UK, then this definitely isn't the case. The consumer is never the one who is responsible for dealing with the shipping company. Am I right in saying you have claimed DNA for this item?

Nah the company is not from the uk so I can’t really negotiate can I ? And yeah I claim dna RTS is my backup 😉