Buyer is claiming package was empty upon arrival

[tidaldreams]

Hello,

The buyer received a package and is claiming that it was empty upon arrival. He has opened a case and says that the package was opened and retaped. The item is very small and light (<4 oz). Any suggestions with this matter? Never had this happen to me before. Package was tracked with First Class and shows as delivered.

Am I being scammed? Note that it is a 0 feedback buyer. 

Thanks

[simba6]

Items can and do tear through envelopes.   In any case all you can do is issue a refund. 

[donsdetour]

How do you know it is not as the buyer says??

It may or may not be the truth:

you and I and eBay will never know.

Refund, that is your only option.

[tidaldreams]

This item is very light and not sharp in any way. I highly doubt it tore through the envelop. I have shipped many of the same item (20+) and never had a problem. The only way it could have gone missing is if a postal worker opened it during transit and then retaped it, which I doubt happened as that is illegal.

[dhbookds]

This is what I'd do..........

Oh, no, I'm so sorry........I can't imagine what happened unless it was damaged in transit....  the PO will usually mark a package if it's damaged or open......  Is there any stamp with an explanation?  If not, it could be postal theft.    I can assure you as soon as you send pictures (front and back) of the package, I'll issue a full refund.  I'll also inform your local PO and they may want the packaging for an inspector to investigate.....they don't take postal theft lightly, I can assure you.  (fortunately).  Please retain the packaging for 3 wks in case they contact you.  Again, you have my full apologies and assurance of a refund as soon as I get those pictures.  I hate to see my customers disappointed.

One of 3 things happen........she sends the pictures and you proceed with the above.....she doesn't send the pictures and disappears, not wanting to get on the PO list; or she refuses to send the pictures/she's thrown the packaging away.....in which case you will have to refund, but you should still notify the local PO.......and report her on Ebay as not cooperating with a claim with a possibility of committing fraud........

I'll add.....that a friend had a similar thing happen and the PO did investigate and it was a sub carrier stealing from packages......so I'm not convicting the buyer........

[dbfolks166mt]

     I had this happen to me oncen and only once so far. I pretty much followed the same path that dhbookds outlined below with one addition. I drop everything at the post office and obtain a receipt regardless of what I am shipping. Part of what is on the receipt is the exact weight of the item and package to the .xx of an ounce. When I filed a case with the post office I had a copy of that receipt as well as the weight of an empty package/envelope of the exact same size. 

     Interestingly enough apparently some postal carriers in certain areas take images of the package when it is delivered. I happened to get lucky in this case and that is exactly what had happened. The postal carriers image showed absolutely no damage to the package. I provided all the information to eBay but they still forced a refund. This is one of those people who's name and address I keep just in case I am ever close to their location. They are also on my BBL list. 

[m60driver]

In all likelihood you are being scammed as this is a very rare event when it comes to first class packaging and to happen to someone with 0 feedback, well the odds are high it is a scam.  That being said such scams are tolerated by Ebay and all you can do is refund, report, and block the buyer.

[vintage-car-magazines]

It could be legit or it could be a scam. I have FRE that I packed in advance and the glue seal has opened on some of them.

How I'd proceed would depend largely on the item and it's value.

[shdava0]

And if the seller issues a refund, isn't there a fine chance ebay will castigate the seller for violation of policy conducting an off-site sale / avoiding fees?

I NEVER issue a refund without following proper procedure and process.

The buyer SHOULD open a return case.

You approve it but do NOT issue a label.

THEN you can issue the refund.

[caldreamer]

USPS sorting machines squeeze the packages and sometimes items pops out.  I had that happen to me.

I ordered some eyeshadow and USPS delivered empty package.  Even though envelope was torn and clearly empty USPS did NOT stamp "damaged in transit" on package.   Of course, tracking showed item was delivered (even though package was empty).

Customers usually don't lie about inexpensive items.

[yuzuha]

Yep, that's happened to my mother numerous times when sellers have shipped cosmetics she's purchased in envelopes. The machines squeeze/tear the envelope, the thing pops out and it isn't always immediately obvious.

[gracieallen01]

@tidaldreams 

Ask your buyer to keep the package/envelope, because you will file a claim with the post office for possible rifling of the mail and the postal inspectors will more than likely want to see thee materials.  And then file a complaint with the USPS Postal inspectors for possible rifling of the mails - it is a felony offense.  Who knows, perhaps your buyer will suddenly find the item.

[tooldude88]

In my experience buyers lie all the time, so first of all they better have stickers on the package saying it was damaged in transit otherwise i would let the buyer make the damaged package claim Because they are the one making the claim, not you. How can the seller sign a form with the USPS saying it was ripped open with only he said she said? To many scammers out there my friends!

[tooldude88]

This has happened to me 3 times and i do Not refund unless they have stickers from the USPS saying it showed up damaged. THe rich sellers here can give away free stuff but i can not afford that nonsense!

[tooldude88]

What good does that do?