Customer said package arrived but was empty, they want a refund.

Question

I had a customer request a refund stating their item did not arrive. But they got delivered an empty bag with the packing slip. How is this possible, do I have to refund, and will shipping insurance cover the list item?

ferncliff-39 · Answer

@ms.goodcents

It's possible - if you used a polybag or padded bag, those tear/rip and contents come loose.

Ask the buyer for a photo of the packaging so you can see any damage like that - USPS usually will stamp the outside that it was damaged in transit, before delivery.

If that's the case, you will need to refund and you file a claim with USPS.

If the buyer opened a "did not receive" case, they need to close that and open another claim for "not as described" instead. They received "something", an empty bag, but not what was ordered.