parcel reported by Evri to be damaged beyond repair and not delivered

[sarahg172]

I'm a bit stuck. I sold an item and posted it. Evri have let the buyer know that it is damaged beyonf repair, and have asked them to contact me. When I contact Evri I can't get beyond their bots tellin me to contact the seller. I am the seller! Help!

[tressygirl · Accepted solution]

Ignore Evri.

You are a Private seller , so I presume you have used Simple Delivery?

Ask your buyer to open a case for item not as described selecting ....  damaged in transit.

Under SD rules,  eBay fully refund the buyer, and you get to keep the payout for the item.

@sarahg172 

[papso22]

Has your buyer got the item?

[sarahg172]

Thanks very much!

[sarahg172]

No, Evri told them it was damaged. Thanks for replying- sorted now, the buyer needs to report it

[sarahg172]

Thanks so much. Sorted now

[papso22]

How is it sorted?

If the buyer doesn't have the item they need to open a claim for item not received.

For Simple delivery ebay should handle any refund for missing or damaged items.

[sarahg172]

Yes, thank you, that's what another kind member informed me, so I've let the buyer know. Thanks again for your help

[papso22]

The member whose post you marked as the solution obviously thought your buyer had the item as they told you to get them to open a damaged in transit case.

As your buyer didn't get their item they need an entirely different case, one for item not received. 

It's very important they open the right case.

[sarahg172]

Thank you, I read between the lines and gathered that. I've told the buyer to say not received.

Many thanks