Buyer saying item was stolen and they recieved an empty box

[bowmsy1]

I sold an iPhone on eBay. Evri tracking is showing it was delivered (posted through letterbox) buyer saying they received an empty box and sent a photo of package ripped open. They are requesting a refund. How can I get eBay customer service to help me with this as I don’t want to lose the money - it’s not my fault. Also how do I know the buyer isn’t making it up? How can I be protected as a seller ? 

[**peaseblossom**]

With Simple Delivery you are protected up to £750 for an item that is lost/damaged in transit.   That means ebay will pay the refund, not you, when the buyer opens a claim.

So ask the buyer to open a return case  using the reason "Arrived damaged" or the nearest to that.  Then eBay will issue the refund themselves and you keep the original payment.