Buyer signed on empty and opened package while delivery

[shipofmydream]

Hello

I've been involved in a strange situation, never had before and ask community to help me.

I've sent a letter to Chinese buyer by registered trackable mail and it has been delivered to the addressee, but...

Buyer reported me that postman delivered to him empty and opened envelope with a piece of paper inside in English and Chinese ("Examined by Customs"). Buyer signed acceptance and now asking me where the content is (probably he will request refund and/or open a case in resolution center).

My Post has no responsibility on such case as the letter delivered and signed for.

In case that buyer would refuse acceptance (as it is open and empty) then I could expect any kind of responsibility from my Post as a sender's Post.

What I should do ? Should I refund buyer ?

Buyer sent me several photos with piece of paper from customs and the empty envelope from different angles, but I feel that it's a kind of cheating as he signed acceptance... 

I will very appreciate your help.

[albertabrightalberta · Accepted solution]

If there's tracking showing delivery, you have protection in the event the buyer files for non-receipt. (None of your sales were at the pricepoint of needing signature confirmation.)

If the buyer files NAD (not as described), you will have two choices: 

1. Pay for return shipping to get the item back, after which you issue a full refund

or

2. Issue a refund without a return 

[shipofmydream]

Thank you for your response.

I believe that buyer will file "missing goods". He got nothing (as he said) then how can he file "not as described" ?