Empty Envelope Received

[ear2fear]

Hello,

Can someone give me some advice on how to proceed with this? I’ve just received this, an empty envelope with the side slit open. It should have contained a necklace. 
I would have thought that I should open an “Item not described” case but it doesn’t seem to give the option. It just says I want to return the item because it’s not as described. I can’t really return it unless I just return the envelope. 
Should I contact the seller and tell them what’s happened? Or should I wait until the 21st October and just claim it didn’t arrive because they’ve sent it without tracking? 
Thank you for any help. 

 

[iulpro_33]

Just open case as Item not received attaching pictures of the envelope might help but this is a very delicate situation which cannot actually confirm either side as the content might just be taken by the courier or possibly just slipped out if wasn't sealed properly. You can also check by weighing the item and compare with the weight of the item that been sent over as usually scaled if sent via RoyalMail.

[style_wise]

If it is a tracked service INR will not work, as tracking shows delivered. Better to choose either Case:

1. Damaged in transit or

2. Item not as described

Personally I would use #1 and save the packaging to photograph for eBay further.

[sml192]

You need to open a return request and then select either 'Doesn't match description or photos' or 'Arrived damaged' as the reason.  The seller can then either accept the return and issue a prepaid label for you to return the empty envelope or just issue a refund.  If they don't do either then you will be able to 'Ask eBay to step in and help' after 3 full business days and eBay will then force the refund.

An 'Item not received' claim generally wouldn't work in these circumstances unless there is definitely no tracking or proof of delivery.  Royal Mail Standard Tariff Parcels and Large Letters don't have tracking but they do have 'Proof of Delivery'.

[papso22]

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@iulpro_33 wrote:

Just open case as Item not received attaching pictures of the envelope might help but this is a very delicate situation which cannot actually confirm either side as the content might just be taken by the courier or possibly just slipped out if wasn't sealed properly. You can also check by weighing the item and compare with the weight of the item that been sent over as usually scaled if sent via RoyalMail.

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Sorry but this is not the right thing to do at all.  You never open a case for item not received when you have received something.

[hettsville · Accepted solution]

I'd open a return and pick the reason "missing parts or pieces".

[plpmr]

"Just open case as Item not received attaching pictures of the envelope"

Doing that would be self-defeating by proving something was received.

[papso22]

You should have an 'arrived damaged' option.  Then, if it was sent by Simple Delivery, ebay should deal with it.  If it was a business seller or not sent Simple Delivery, then the seller has to deal with it.

Keep the envelope in case you have to return it.

[hettsville]

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@papso22 wrote:

You should have an 'arrived damaged' option.  Then, if it was sent by Simple Delivery, ebay should deal with it.  If it was a business seller or not sent Simple Delivery, then the seller has to deal with it.

Keep the envelope in case you have to return it.

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That's good advice, I forgot eBay themselves should refund for damaged items sent through simple delivery.

[papso22]

It's all got very complicated!

[jckl1957]

It was not sent using Simple Delivery - such a parcel would be tracked and would look like the screenshot below.  The seller will have to refund you but they will stand the loss, not Ebay.  Jewellery is not eligible for Simple Delivery.

Open a return, as advised.

Use the reason 'Missing parts or pieces'.

I assume that was not a Royal Mail delivery - if it was, the postie should have put it in a plastic envelope as an opened/damaged item.

[1902elder]

That is not the way to go, the package WAS received, despite being empty. Not as described or arrived damaged are the best options to choose from. If the seller has proof of delivery, then they will win a case for non delivery.

[suelel1968]

@ear2fear 

Rather than risk doing the wrong thing with Ebay, you could just contact the seller and ask for a full refund due to RM delivering an empty package. They will be able to use your photo, which you should send them, to claim off RM, up to £20 probably. It likely won't be the first time it has happened and it won't be the last unfortunately. If the seller doesn't refund you proceed with arrived damaged.

[ear2fear]

Thank you for all the replies. Most people said that I should open a return under the “missing parts or pieces” category. So that’s what I did and was refunded immediately! Thanks for the help💕

[hettsville]

Glad it's worked out ok for you.

[iulpro_33]

Fair point. My mistake