Empty padded envelope arrived. Half the padding missing - item missing

[paulineladybug959]

I ordered some folding scissors. The envelope appeared sealed. When I opened it half the padding was missing from the envelope and there were gaps along the sides where the scissors must have fallen out. 

Seller says to claim against the post office - but the envelope was faulty. 

[john1297576 · Accepted solution]

You open a Not As Described case against the seller. You are entitled to a full refund, it is the sellers problem to claim on Royal Mail. Don't allow the seller to pass the buck to you, it is not your problem.

[paulineladybug959 · Accepted solution]

Thank you. I thought that it was up to them to claim, but I wasn't sure.

[redwick1]

Open a not as described dispute at the bottom of the page under Resolution Centre.

You send the packet back as you received it

Escalate it after a full 3 days of opening the dispute.

The seller needs to send a pre paid label for the return.

If they dont then ebay should when you escalate the dispute.

Make sure it goes back tracked and that the tracking is in the dispute.

You have 30 days from the day of delivery to open a dispute in ebay

Read up on the Ebay money back guarantee

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-poli...

You are also covered by the paypal money back guarantee if you paid that way.

If you fail on ebay then you open the dispute in paypal and escalate it as soon as you can but within 20 day

[red_magpie]

It's the seller's responsibility to claim any compensation from Royal Mail.

This has nothing to do with you, as the buyer. All you need to do is open a case under eBay's money back guarantee, through the resolution centre.

The reason you've been advised to open  an "item not as described case" is that if even the empty packaging has arrived, the postal tracking will record it as delivered. So you have to go through the rigmarole of returning the packaging, if the seller sends you a prepaid return label, to get a refund.

If you opened an "item not received" case, eBay would simply check the tracking record, and refuse your claim. A lot of buyers have lost out on a refund by making this mistake.