My buyer received her package but the insides were stolen

Question

Please can anyone advise what i need to do. My buyer has collected her item from an Evri Parcel Shop , the package had been tampered with and although the Pandora Ring Box was inside the ring had been taken from the box? She has sent me photo's which the packaging was already opened , I'm not sure what either of us should do? Should she open a case with Ebay or do i refund her and take it up with Evri?

papso22 · Accepted Answer

Your buyer needs to open a case using the reason 'arrived damaged'.    What happens next depends on whether it was simple delivery or not.