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Buyer Claims Parcel Was Empty Despite Carrier Evidence – Looking for Advice
Summary: tellsell* is seeking advice on handling a buyer's claim that a parcel, delivered from their eBay store, was empty despite having carrier evidence showing otherwise. The parcel was confirmed delivered with no damage, and the weight was consistent with the contents. jacbarcollectibles suggested accepting a return and issuing a refund if the buyer opens an "Item not as described" case, noting that the buyer can still pursue a chargeback or leave negative feedback. The discussion revolves around possible next steps to manage the situation effectively.
Hi everyone,
I'm looking for advice from sellers who have dealt with a similar situation.
A buyer purchased two folding knives from my eBay store. After delivery, the buyer contacted me claiming that the parcel arrived with both knives missing.
Here are the facts:
The tracking shows the parcel was successfully delivered.
The buyer confirmed that the package arrived without any external damage.
I contacted the carrier and obtained the delivery photos taken at the time of delivery. The parcel appears to be in good condition with no visible signs of damage or tampering.
I also received the carrier's shipping information. The shipping label shows a recorded weight of 10.820 oz (approximately 307 g).
The combined weight of the two knives is approximately 255 g, so the recorded shipment weight is consistent with the expected weight of the items together with the shipping box and protective packaging.
Based on the carrier's recorded shipment weight, the delivery photos, and the fact that the parcel was delivered without visible damage, I have not found any evidence that the parcel was empty when it entered the carrier's network or that the contents were lost or removed during transit.
I have explained my findings to the buyer and declined the refund request based on the available evidence.
If you were in my position, how would you respond if the buyer opens a case? Is there anything else I should provide to strengthen my position?
Thank you in advance for any advice or suggestions.
jacbarcollectibles
Mentor3 weeks agoIf a carrier takes a photo it will only be one photo so damage to the package can still be hidden. The weight on the shipping label is only at one specific time so an item or items can still be lost after the weight is determined.
If the buyer opens an "Item not as described" case you need to accept the return and make the full refund once the item is returned. You really do not have a choice in this. If the buyer opens any other case you could deny the return but the buyer can still go to their payment source and get a charge back. They will also be able to leave feedback for you.
tellsell*
OP3 weeks agoThank you for your reply.
I understand that a single delivery photo and the recorded shipping weight do not, by themselves, prove what was inside the parcel. My concern is that all of the available evidence points in the same direction.
Before starting my investigation, I specifically asked the buyer whether the parcel showed any signs of damage when it arrived. The buyer confirmed that it arrived in good condition with no external damage.
The buyer also sent me photos of the parcel and the shipping label after delivery, and they are consistent with the delivery photos provided by the carrier.
The GOFO Express label was applied by the carrier after the parcel arrived in the U.S., and the label shows a recorded weight of approximately 307 g, which is consistent with the expected shipment weight.
One additional point is that this is actually a repeat customer. They previously purchased one knife from me, received it without any issues, and left positive feedback. This claim arose on their second order, which contained two knives.
Given all of this, if you were in my position, would you still simply refund the buyer if they opened a case, or would you present all of this evidence to eBay first?