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Buyer claims I sent an empty parcel
What should I do when a buyer is claiming I sent an empty parcel when I sent the item? They've requested a return or refund, provided pics of the parcel before opening, then opened and empty. Claims missing parts or pieces. I obviously don't want an empty padded envelope returning? Do I have to refund and they get away with it?
7 comments
john1297576
Mentor1 month agoYou do not say that buyer has opened not as described case?
Until a case is opened there is nothing for you to do. All refunds are made through a case, and in the event of loss or damaged in transit, ebay makes the refund, not the seller..
That is what the 30 day money back guarantee is all about.
Do not rush to refund, buyer may just be trying it on, hoping you will fall for it. Too many buyers know the system well, but would not risk opening an ebay case.
*vyolla*
Mentor1 month agoIs there any damage to the packaging that indicates that it's been tampered with?
Was it a Simple Delivery label?
looshkin123
OP1 month agoThe photos show the parcel unopened and undamaged, then torn open and empty. Was sent via Royal Mail paid for through EBay, so by me taking it to the post office and them scanning the QR code? Not sure if that's Simple Delivery? Sorry, not great at this!
*vyolla*
Mentor1 month agoSounds like it. I would contact eBay and explain what's happened. To be honest, I can't see how the item has disappeared from the package. If it gets torn or damaged during its journey then RM put it in a plastic bag explaining that it's damaged to the buyer, and they could've photographed that. If that didn't happen then it kind of defies explanation.
What was the item? Was it big/tiny?
looshkin123
OP1 month agoTiny. Some guitar picks. But they were in plastic storage sleeves taped to card so not something that would fall out a corner or anything. Will try to contact eBay again, just had the AI earlier.
looshkin123
OP1 month agoThe card was then in a bubble envelope too which had parcel tape on the seal for extra protection.
*vyolla*
Mentor1 month agoQuite an expensive sale though. Is it possible that your buyer just isn't finding them in there, that they're caught up in packaging?