What is protocol if a package is delivered cut open and retaped poorly, without the product in it?

[house*of*paws]

Hi @darla_nail 

In a situation like that … the buyer needs to open a ‘Return request’ from their Purchase History … choosing ‘Item doesn’t match description or photos’ as together reason for the request.  [One does NOT file an ‘Item not received’ dispute.]

If the seller doesn’t provide either a full refund OR a prepaid return shipping label within 3 business days … the buyer should go back to the open request and ask eBay to step in.

If the seller provides a free shipping label … then you should stuff whatever you received into an envelope or box, attach the label, and ship it back.

[darla_nail]

I was the seller and I didn't cut it open and take the product out.  I asked seeker to check with her post office and she did.

 I ended up refunding her. Day after refund her post office found the item she described and she was able to pick it up.  So she contacted me so she could pay for it again.  I just relisted  and had her repurchase so ebay and myself could get Paid. I used the shipping label to send her a small surprise gift so it didn't appear to ebay I hadn't shipped the item.  

Thank you for the feedback. Have a great day.  

Darla

[kensgiftshop]

Glad it worked out for both of you.