Buyer says item was left in a bin and stolen

[claires.shop]

Buyer purchased an item from me Friday, posted by evri simple delivery Saturday, delivered today (monday).  Photographic proof that the item was delivered to a bin outside the buyers property.  They say it wasn't their bin and it has been stolen.  They are saying it's my problem to fix.  They haven't opened a not received case, I think they just want me to give them their money back and are trying to guilt me into it.  I don't think this is fair, where do I stand with this?  What options do I have?

[missdollydaydream]

Tell them to open an item not received dispute with eBay and follow eBays instructions. Don't communicate further with the buyer except through the dispute. If you used eBays simple delivery, they will deal with it. As long as you have followed eBays guidance regarding postage, you should be okay.

[cobwebcottage]

Exactly as @missdollydaydream says.

I was just about to write the same response.

[claires.shop]

Thank you.  I have told them to open a dispute.  If they give me negative feedback is there any coming back from that for me?  

[cobwebcottage]

You can have any negative feedback removed as the postage was through Simple Delivery which is Ebays problem, not yours.

[jonatjonatjonat]

In a similar vein…

If the item is posted with the prepaid label provided and scanned by the carrier within your stated handling time, you can also benefit from the following protections:

• Your seller performance standards and service metrics won't be affected by late deliveries
• You can request the removal of negative or neutral feedback about delivery using Seller Help

[missdollydaydream]

If they leave negative feedback, wait a good while before you reply to it (when you are calm), then compose your reply carefully and honestly. You can ask eBay to remove it, But don't expect them to they usually don't, no matter how unfair it is. Bear this in mind when you compose your reply to the feedback, done properly, you can turn the neg into a pos as a seller. 

[style_wise]

If the Buyer opens an INR it will be closed because tracking shows 'delivered'. If you want to help them, have them gather the tracking evidence and call eBay Customer Service. Since the courier did not deliver to them directly or securely, eBay should refund them (and you keep the sale money).

[simplyessential_uk]

Ebay will remove any negative referring to postage/delivery every time.  

[claires.shop]

Buyer has opened dispute today.  Waiting to find out eBay's decision.   

[papso22]

I thought that if an item was sent using Simple Delivery and you have seller protection you just get a message from ebay saying the buyer has 'reached out' and they are taking care of it.

How do you know about a case being opened?  Are you sure it's an ebay case and not a payment dispute?

[claires.shop]

Yeah I said dispute above.