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Empty parcel delivered

I posted a padded envelope with the item I sold in it. 3 days later I get a message from the buyer telling me that the empty envelope  had been delivered. It had been torn open at the bottom, they supplied pictures as well. Evri had delivered an empty , damaged envelope. 

The buyer is getting their money back and I am out of pocket . Is this really how it supposed to work?

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Empty parcel delivered

papso22
Experienced Mentor

The buyer needs to open a case using 'arrived damaged' as the reason.

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