Buyer claiming damaged parcel and contents missing

[econolodged]

Hi everyone, I've found myself in a bit of a strange situation where a buyer has opened a 'missing parts or pieces' return case claiming that the parcel I sent has been damaged and the item inside is missing.

For context, I sent a video game which was posted inside a bubble Jiffy bag. The photo they provided shows a large cut, very deliberate looking, along the bottom of the bag (see photo).

Also worth noting is that it was sold via Global Shipping and from the other photo they provided, you can clearly see the shipping label with a 0.3kg weight, meaning the game was clearly inside the parcel when it arrived at the shipping centre.

I have my suspicions about what's been done here, but I'd like to know where I stand with this and how I should respond to the buyer. Any help would be greatly appreciated.

[cobwebcottage]

As you sent it with GSP, message the buyer and ask them to open a case stating item damaged ( not item not as described).

Once the case is open, you can respond to the case stating that this was sent through they Ebay GSP.

It is also worth calling CS once a case is open and again saying that this id a GSP parcel. They should close the case and refund your buyer and you keep the sale as you are protected against loss or damage in transit.

eBay Customer Service

[econolodged]

Thank you that's great info! I will ask them to do this, hopefully they oblige.