Buyer claiming damaged parcel and contents missing | Seller Central

econolodged · 2025-10-11T17:59:21.571000Z

Hi everyone, I've found myself in a bit of a strange situation where a buyer has opened a 'missing parts or pieces' return case claiming that the parcel I sent has been damaged and the item inside is missing. For context, I sent a video game which was posted inside a bubble Jiffy bag. The photo they provided shows a large cut, very deliberate looking, along the bottom of the bag (see photo). Also worth noting is that it was sold via Global Shipping and from the other photo they provided, you can clearly see the shipping label with a 0.3kg weight, meaning the game was clearly inside the parcel when it arrived at the shipping centre. I have my suspicions about what's been done here, but I'd like to know where I stand with this and how I should respond to the buyer. Any help would be greatly appreciated.

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Buyer claiming damaged parcel and contents missing | Seller Central | eBay UK