Item missing due to damaged packaging - how can both seller and buyer be protected | Member To Member Support

ecj_edw · 2025-10-13T10:36:17.628000Z

A buyer received a package (via Evri) with the package damaged and the items missing. I'm pretty sure this is just packaging damaged in transit. I've never dealt with a refund before, and asked the buyer to raise a refund request, thinking both of us could be protected. But ebay ruled "in my favour" and would not issue a refund, presumably simply on the grounds the package - as in the packaging - was delivered. This is unfair on the buyer. Is there a way to refund them while I remain protected, since it's surely a courier issue? I don't seem to be able to raise with Evri directly, as it's systems seem to be set up from the buyer's point of view rather than seller, unless I'm missing the right portal.

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Item missing due to damaged packaging - how can both seller and buyer be protected | Member To Member Support | eBay UK