Advice please - parcel damaged in post, part of item missing

[coopuk]

Hi, bit of advice please!

I used ebay simple delivery for an item, buyer chose to use Evri. Buyer has now contacted me to say that the parcel was ripped open and is missing pieces. What's the process? Do I get them to report an Item Not Received, or report to ebay that Simple Delivery failed?

[lapollynka]

I had a similar situation, the parcel got damaged in transit. I advised the buyer to open a case under “item damaged through shipping”, and eBay refunded them automatically without taking any money from me or requiring any action on my side.

[jckl1957]

They need to start a return using the reason 'damaged in transit'.

[4_bathrooms]

Just to clarify the exact reason your buyer needs to select is "Arrived damaged".

If your buyer selects any other reason - including "Missing parts or accessories" - you will be held liable for the refund.

[4_bathrooms]

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@coopuk wrote:

Buyer has now contacted me to say that the parcel was ripped open and is missing pieces. 

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What does the delivery photo show on the tracking? 

[coopuk]

The buyer states that he is an older gentleman and does not possess a smartphone to take pictures of the parcel...

[coopuk]

My bad, totally misread the reply (I'm an older gentleman) 😉 I'll check to see if there is a delivery photo.

[4_bathrooms]

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@coopuk wrote:

The buyer states that he is an older gentleman and does not possess a smartphone to take pictures of the parcel...

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Evri's tracking should have a photo taken by the delivery driver that will show what the driver delivered and in what condition. Does the package look damaged in that picture?

[coopuk]

Checked, it went to a ParcelShop for collection. No photo supplied in tracking 😞

[coopuk]

Checked, it went to a ParcelShop for collection. No photo supplied in tracking 

[4_bathrooms]

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@coopuk wrote:

Checked, it went to a ParcelShop for collection. No photo supplied in tracking 

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Is the delivery address shown in the sales record a "Click and Collect" address or a residential address?

You need to direct your buyer to open a case (return request) selecting "Arrived damaged" as the reason as suggested earlier.