Customer message that package arrived empty

[alittlebitextra]

I just received a message from a buyer that said the padded envelope that was supposed to have a visor clip, arrived empty. I know for a fact that it was packaged properly when sent. How should I proceed? Do I send another one or refund their money. This is very strange. Has this ever happened to any of you before?

[m60driver · Accepted solution]

It has happened to many.  You sell relatively inexpensive items.  If you value your time then just refund and move on.

[albertabrightalberta]

Unfortunately, if the buyer files SNAD, you'll lose the case so I agree. Just refund full payment (and block). 

[sextons-sweet-deals]

ask for photos of the damaged package and see how they reply. It's not a fix, but would be interesting.

[stainlessenginecovers]

Offer to send another one. 

[albertabrightalberta]

@alittlebitextra 

How can you make any money by selling a $5 item with free shipping? It must cost you $3 for 1st class with tracking. Then after fees, you'd be lucky to make a buck! (And that doesn't account for your time in procuring, photographing, listing, cost of padded envelopes, etc.) 

And if you're shipping without tracking, you're lucky not to be flooded with INR disputes from buyers who know the game.

You might want to rethink your business plan.

[simba6]

How did you seal it?  If you just depend on the peel and stick strip, I have had those come unstuck. It's worse in hot weather. 

[gjs_16]

Ask the buyer to open a case for "Item Not as Described"
Once the case is open, just refund and do NOT issue a label!

Obviously, I wouldn't want to have the buyer ship me back the envelope while I pay for the shipping...

That way eaby can't accuse you of taking a sale off site.

In my case I require it for our records as well.

It is an extra step the buyer must go through, generally speaking it can be inconvenient for low dollar items or for buyers who abuse this system, however one wishes to interpret that.

So no case, no refund.