topic Re: Item was reported as being missing from the box in Member To Member Support

Item was reported as being missing from the box

nakanobroadway — Sun, 12 Apr 2026 15:48:59 GMT

A buyer is requesting a refund as he has received an empty box minus the item. The courier left it with a neighbour, it wasnt a direct delivery. The item was shipped by Royal Mail- and I dont believe they would take the item from the box, how do I handle this situation?

Re: Item was reported as being missing from the box

jckl1957 — Sun, 12 Apr 2026 15:51:56 GMT

If RM ever deliver an opened parcel, they put it in an 'official' plastic bag with a note apologising.

If the buyer has opened a case through Ebay, they would need to open a return.

have they opened a return?

What reason have they given?

Re: Item was reported as being missing from the box

nakanobroadway — Thu, 16 Apr 2026 06:51:21 GMT

Thanks Jack- RM are telling me that they cannot take responsibility at the parcel was not delivered directly to the buyer, but left with a neighbour. I'm then told by the buyer that he opened the box and it was empty. There are too many red flags here, and I think I'm in my rights to ask Ebay to step in, as clearly, its a case of theft, and outside the scale of a simple return. I'm still waiting for the case to be resolved. Last I heard was that Ebay are handling it with the buyer.

Re: Item was reported as being missing from the box

papso22 — Thu, 16 Apr 2026 06:55:36 GMT

If you sent it with Simple delivery, whether ebay will handle it depends on the reason the buyer chose for their case.

Anything other than 'not received' or 'damaged in transit' will fall on you to deal with.

Re: Item was reported as being missing from the box

john1297576 — Thu, 16 Apr 2026 08:24:20 GMT

If buyer opens a Not Received case, if tracking shows as delivered, then case will close. Only a Not as described case will be accepted by ebay.

In my opinion it was unwise of neighbour to open the box.

Re: Item was reported as being missing from the box

jckl1957 — Thu, 16 Apr 2026 09:42:20 GMT

We don't usually advise sellers to ask Ebay to step in - all too often, they simply take the side of the buyer and refund from your funds leaving you without money or the item.

We are still very short of information.

Did the buyer open a return case?

What reason did they give for opening a case?