Buyer claimed empty package with open package

[hatgozu-0]

Hello , one of buyer claim missing item with open package.I sent with Royal Mail second classes large letter.She sent me open envelope picture and claim I sent empty envelope.She reported to eBay and I any refund.I couldn’t find any way to decline her refund. And she also treated me with negative feedback.Could you please help me if anyone experienced in this situation.Thank you.

[jckl1957]

Usually, if RM deliver an opened or damaged envelope or parcel, they put it in a plastic bag with a note on apologising for the damage.

Unfortunately, Ebay will believe the buyer and will take their side and expect you to refund.

How did you send the item?
Which sold item was it?

[hatgozu-0]

.Thank you for your reply.It was in small sealed plastic package then envelope.Buyer sent ripped envelope from corner but plastic. sealed package is undamaged.It seem someone removed it .It may buyer or someone from Royal Mail.Now eBay force me to reply refund request in 3 days .aWhere is seller protection than🙄I tried to report buyer but page keep giving error.It says there is an technical error here please try later.Its annoying.

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[jckl1957]

You can't report the buyer for opening a case.

Which item was it?

Which postage service did you use?  (Royal mail second class large letter or Ebay Simple Delivery?)

[hatgozu-0]

Oh didn’t know that.

It was Pandora Family Forever Safety Chain S925 Sterling Silver

.Sent with Royal Mail second class large letter

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[jckl1957]

Silver jewellery is not covered if you use ordinary letter post so you can't claim against Royal Mail.

It might be worth listing all your jewellery as small parcel size and sending everything with Simple Delivery.

[hatgozu-0]

I wanted keep posting cost low for buyers but I should change all .Thank you for your advice.Do you think is there any way to eBay step in for this issue?Do I have to accept refund request?

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[jckl1957]

I think you should accept it.

You can ask the buyer to return the empty envelope (which is pointless) or you can refund without a return.

[hatgozu-0]

It seem there is no chance without that.After receive empty package can I report buyer return empty package?

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[jckl1957]

If you issue a label and the buyer returns the empty envelope, if you believe the buyer is fraudulent you can report them.

Do you have good reason though to believe they are lying to you?

Personally, as it is a relatively low cost item, I would refund without requiring a return and move on.

I would probably block the buyer.

[hatgozu-0]

I don’t want to refund her without do anything this time as she is rude as well .Also this case become frequently happen these days.Unfortunately there is no enough protection for private seller.I only have post office receipts to prove it was sent properly .Item scaled before post it and it’s writes how many gr it was.

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[tobiasd4]

How did you pack item?

It should have adequate packing so that it is not obvious what the item is.

[red_magpie]

can I report buyer return empty package?

You can, but as you said yourself it could have been someone in Royal Mail.

The fact is that as a seller on eBay you are held responsible for delivering the item to your buyer.  If it doesn't arrive or is damaged or missing, you have to refund them. This is eBay's default position in cases like this, unless of course you can prove that the buyer opened and kept the item for themselves. Which is usually impossible.

As this was Royal Mail, you need to report that the buyer claimed the contents were stolen. Even if this means opening a compensation claim, knowing that you won't get any if silver isn't covered. However, RM will keep a record that a claim of missing contents was made from the buyer's address.  If further similar claims are made their future deliveries may be discreetly monitored to discover whether the addressee or an RM employee is responsible.