Missing item

[maurysllc]

Hello, what should I do if an item I'm selling arrives in an empty envelope? The courier may have taken it, or the buyer could be making a false claim. Also, what should I do if it arrives damaged during transit?

[selforfun · Accepted solution]

Hi @maurysllc 

If the buyer reports receiving an empty envelope, follow these steps:

1. Request Photos – Ask the buyer for pictures of the package, shipping label, and any damage. USPS may require these for a claim.
2. Contact USPS – If the item is missing, file a Missing Mail Search Request or claim with USPS: USPS Claims & Help.
3. eBay Resolution – If USPS confirms loss or if fraud is suspected, you may need to issue a refund or open a case with eBay for seller protection.

[house*of*paws]

@maurysllc 

I just wanted to add that it is not unusual for hard objects that are shipped in paper envelopes to become dislodged when going through postal equipment.

I don’t know what the item was … but enclosing it in bubble wrap before placing it in an envelope would be helpful to prevent this happening in the future.

[mam98031]

I'd just add that USPS is usually pretty good about putting a note or stickers or something on a package that was damaged while in their care.  And they will deliver an empty package, but with notes on it, at least that has always been my experience.