Sold item, but was damaged on arrival by courier

[leo10081959]

Hi. Sold a book to a buyer, and it was damaged on arrival. When the buyer sent me a message about this, a message pops up saying.

Your buyer has reached out about their order. Since you used Simple Delivery, we'll work with your buyer directly on any delivery related questions.

Only nothing seems to be happening, the buyer has had no contact from them at all.

There seems no way to contact Ebay by email either, to highlight the problem to them

Would appreciate any help on this please.

[tressygirl · Accepted solution]

The buyer needs to open a case for item not as described,  citing ' Damaged in Transit'.

Being a Simple Delivery transaction,  eBay take over the refund for you.

@leo10081959 

[*vyolla*]

Your buyer must open an eBay return and select the 'Arrived damaged' reason.

eBay will then deal with the refund.

[leo10081959]

Hi
Do Ebay get the refund from the courier, that was my understanding, if you
use their simply delivery option

[john1297576]

No idea, ebay collect money from buyers which is equivalent to an insurance premium, and pay out with no proper investigation. I doubt that also completing a claim on courier/Royal Mail would work or justify the time involved.