Empty package, Buyer has raised Missing Parts/Pieces Return

[shelly2708]

Buyer received an open and empty package from me and has raised a Return citing Missing Parts or Pieces. I asked him to select something more like real life (like damaged, missing, etc.) but he said he didn't have that option?

I've now got an open return (where there is literally nothing but an empty envelope for him to return).

What do I do next?

[tressygirl]

Your buyer has received an empty package,  you do not have to insist on that package being returned , but you do have to fully refund them, and do so within 3 days,  that way,  your seller performance is not affected.

It would be helpful of the buyer to send a photo of this empty package so you can forward this to the postal  service / courier service you selected to try and receive compensation for yourself.  Of course,  the buyer is not obligated to do this, and first and foremost you need to refund the buyer before trying for any compensation for yourself.

@shelly2708 

[papso22]

If this was sent using Simple Delivery the buyer needed to open a case for arrived damaged and then ebay would have handled the refund.

It might be worth contacting ebay to see if they still will but don't hold your breath.

If it wasn't Simple Delivery the refund is up to you.

[shelly2708]

Yes, it was sent with Simple Delivery. Seems a bit harsh if eBay don't help me out here, just because my Buyer hastily selected the wrong dropdown.

Where can I actually engage with eBay?

[papso22]

I would try then at 8.00 am tomorrow when you are more likely to get the European call centre.  They do live chat or call back.

I agree that it is ridiculous that ebay only covers the refund if the 'right' reason is selected for the return, but I am sure they will be keen to limit their exposure to risk.  However, a human might be prepared to intervene when approached directly with evidence that shows it should be covered by simple delivery seller protection.

[shelly2708]

Thanks for the advice. Where do I go to do this (never had this experience before)? Will something automatically pop up on the Returns page (I'm supposed to respond by tomorrow - 11 Nov).

[papso22]

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

You might want to give this a go now.

[shelly2708]

Thank you!

[papso22]

Please let us know if they change the reason for you.