Buyer paid postage but parcel missing contents

[la-78488]

I am the seller. Buyer bought postage with Evri but the parcel was delivered open and missing the contents (just under £20 in value).

Evri are telling them to request a refund from the seller (me) but I can’t claim from Evri as the buyer bought the postage from them and therefore has the contract with them, not me. 

How do we resolve this please? I can only find guidance on eBay for when the sender buys the postage. Thanks in advance.

[**peaseblossom**]

With simple delivery the buyer should open a case on ebay, stating item arrived damaged.  Ebay should then refund the buyer themselves and you keep the payment.

[61stephenuk]

Your last sale (wooden toy) was sent with eBay Simple delivery,as long as you porinted the lael from the link eBay sent you are covered for any loss or damage once the parcel has been accepted from you.

The buyer should open a case for item not as described and eBay should issue the refund and you keep the payment.

[la-78488]

Thank you, it wasn’t the last sale - it was some history heroes cards but yes I used the label shown on ebay. 

I will let the buyer know to open a case. Does that mean that ebay takes the loss then? 

[**peaseblossom**]

Yes, although it's covered by all the buyer protection fees they collect.