Item I sold returned to me broken by Evri.

[gaywal_18]

Hi all, I am a very new seller, so please can you help? I sold and item and posted it to the buyer, they never received it, and it was returned to me.  When I got the parcel back, the items were broken. How do I refund the buyer & put in a claim for the damaged items? Many thanks.

[**peaseblossom** · Accepted solution]

Ask buyer to open a "not received" case.  Assuming you used simple delivery ebay will refund the buyer and you keep the payment.

[jckl1957]

If the item had been delivered to the buyer and damaged in transit, Ebay would have compensated the buyer and passed the buyer's payment to you.

In this situation, I am not sure what will happen.

Your buyer paid for the postage through Ebay and (I assume) you sent using the Ebay label and Simple Delivery.  You had nothing to do with paying for the postage so you won't be able to claim from Evri.  I believe that if you try to make a claim from Evri, they will refer you back to Ebay.  (Ebay bought the postage from Evri with your buyer's money.)

Personally, I would not do anything without speaking to Ebay Customer Service.

Explain what has happened and see what they say.

Best case scenario: they will refund the buyer and pass the buyer's payment to you.

Use the link below to get a callback.  I would advise waiting until Monday morning when you are more likely to get a callback from Dublin.  Not all of Ebay's agents overseas seem to have a grasp of Simple Delivery which applies only to UK sellers.

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