Courier failed to deliver and retuned parcel. How to get carriage refunded

Question

We posted an item out to a buyer who purchased the carriage via ebay. The courier was evri.

A week later the parcel was returned to us, with the packaging ripped open. Luckily the goods were not damaged.

How can we get a new delivery arranged as neither me or the buyer should have to pay for the carriage again as the courier damaged the parcel and failed to deliver.

papso22 · Accepted Answer

There is no formal process that covers this situation. Usually the buyer would open a case for 'arrived damaged' if the item had been delivered (which it should have been), or item not received if it wasn't delivered/lost.

Then ebay would have refunded them in full.

Neither of those circumstances actually apply here, so there are no rules!