buyer requested a return for a stolen item

[jacksforeman]

I sold on iPhone which apparently was missing from the package on delivery, the packaging had been ripped open and a note from Royal mail apologising for the 'state' of the package, however why would I accept a return of an apparently empty box when it was fine when it was collected from me.

I have upheld my side of the deal so why would I have to refund them?

should i accept the return or wait 3 days and as eBay to step in?

[plpmr]

if the buyer opened a not as described case and eBay step in, they will force a refund and give you a defect.

If the buyer opened a not received case and you have uploaded the tracking showing delivered, you will win the case.

[jckl1957]

Usual advice would be that you should accept the return.

If RM deliver a damaged package, they put the package in a plastic bag with an apology.

Impress upon the buyer that they need to send everything back they did receive, including that RM bag.  Usually, you would have to refund the buyer and make a claim against Royal Mail.

However, it looks as if you used Simple Delivery to send the phone so you may need to contact Ebay.

This is, to my mind, complicated. Again, if you did use Simple Delivery, the buyer paid Ebay for the postage and the contract for postage excluded you so you may not be able to claim agaist RM.

So, key information needed:

Did you use Simple Delivery and the label provided by Ebay?

What reason for return has the buyer used?

[jacksforeman]

Yes simple delivery “missing items” the reason used

[jckl1957]

I think you need to talk to Ebay and explain the circumstances here.

They may think you are liable for refunding the buyer but because you used Simple Delivery you will not be able to make a claim against Royal Mail.

Use the link to get a callback.  Best to wait until tomorrow morning when you are more likely to be speaking to Dublin.

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