Missing Parts and Simply Delivery

[zedx128k]

Hello,

Apologies in advance if this has already been answered but I posted an item to a buyer via simply delivery and they reported that the package arrived torn open and items in the package were missing. They messaged me to advise me of this and I said to raise a case their end as I could not do so on my end.

They've raised a case eBay have said that I can either offer a full or partial refund or wait and eBay will resolve...but does this mean if I issue a refund then it comes out of my funds? I thought if courier damages the package then I was covered by Simply Delivery? Is there a way to ask eBay to review without waiting for the response time to expire?

Thanks in advance!

[**peaseblossom** · Accepted solution]

To be covered by SD buyer has to open a return using "Item damaged in delivery".

[zedx128k]

Thank you for such a prompt response! So I just need the buyer to re-submit as 'item damaged in delivery'? 

Thanks again.

[papso22]

Your buyer has already opened a case using the wrong reason.  They can't change it but ebay might if they ask.  There is no incentive for the buyer to help you though.

If they close it they can't open another one,  you just get one go.