First PIP claim for eBay Std Envelope

[whitewaterford]

Looking for a bit of help here.  I use eBay Standard Envelope occasionally and have my first issue with it.  My situation is I sent the qualifying item and the envelope arrived, but apparently the contents were missing. I know I file a claim here:  https://www.pip-claim.com/PIPClaim/eBayIntClaim/CreateeBayClaim

Does anybody know:

a) do I properly select "loss" or "damage" on the claim form in my situation?  (I'm thinking damage since the envelope wasn't lost.)

b) do I just send the buyer a refund now -OR- do I need to have them open an eBay claim siting item was damaged?  

[1786davycrockett]

@whitewaterford 

Allow your buyer to open up a case, before you do any refunds.

Your buyer should open a "not as described case," instead of an "item not received" case, as the tracking indicates that "something" was delivered.  If you feel that your buyer is being honest with you, you can instruct your buyer to open up the "NAD" case, rather than the "INR" case.

For your insurance claim, "damage" would be the better choice, since the envelope itself was not "lost."

[sharper_corners_etc]

     I would have to agree.  That is a different situation and a great learning opportunity for everyone.  When I read it I was leaning towards lost but  the answer was spot on.   Regardless your gonna have to refund the buyer.  Rather it's now or later. If your a Top Rater Seller you would be able to offer a percentage of the total cost if you feel is sufficient.  If you wait too long to fix a claim in 3 days eBay will step in and pay it with your money anyway plus a negative mark on your  Transaction Defect Rate.  I couple of those and you'll be dropping down Levels.