I sent an item to a buyer and they say they got an empty package What do I do?

[metaphe-37]

I sold a New Nintendo 3DS XL to a buyer back in March, but I got a refund request from them yesterday saying that there was no 3DS inside their package. I didn't mean for that to happen, I doublechecked that the item was secured. I wanted to make sure that this buyer wasn't scamming me in asking for his refund back by asking if his package had been ripped before he got it but now I'm not sure what to do. The refund is due by April 11.

I don't want to pay again for something that was stolen. Is there anywhere I can file a report on this?

[myescape]

What kind of case did he open>Not as described?If so you either request he return for a refund as if he has ebay to step in that's what ebay will decide.

Or not received?does tracking show delivery to address on order If so you are covered but if it does not you will lose

[metaphe-37]

I do have the tracking details. The package departed from the distribution center on March 19 and arrived in the buyer's distribution center at March 21. The package also had a message at the bottom from the buyer's DC saying that the package was received with no contents.

[dawwn42]

The package also had a message at the bottom from the buyer's DC saying that the package was received with no contents.
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Refund.

[orangehound]

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@metaphe-37 wrote:

The package also had a message at the bottom from the buyer's DC saying that the package was received with no contents.

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Soooo ... you are saying that the USPS had a note on the package saying that it has been torn open and that there are no contents inside?

If that is what happened, then you refund your customer and you file an insurance claim (assuming that you had the item insured).

[metaphe-37]

He hasn't been exactly clear on details. His only message to me on the refund was Package Completely Empty. I asked him if the package was ripped like that when he got it but he has yet to reply. Here's the image he sent me BTW.

[orangehound]

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@metaphe-37 wrote:

He hasn't been exactly clear on details. His only message to me on the refund was Package Completely Empty. I asked him if the package was ripped like that when he got it but he has yet to reply. Here's the image he sent me BTW.

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Two things:

1. I would check with the San Bernardino Post office to see if that notice is consistent with how they label "Received without Contents" packages.
2. Did you really ship a Nintendo 3DS XL in a manila envelope?

[mysalonsavings]

Is that the package you sent the item in? For a game console why would you send it in a plain paper envelope. Sadly that is not secure at all. It never would arrive intact like that unless you were incredibly lucky. It should have been sent in a box with plenty of cushioning. I am thinking you would have been refunding regardless as if it had arrived it would more then likely gave been in pieces. You can get priority boxes at any post office free. So sorry for your troubles. 😏

[metaphe-37]

This isn't the first time I've sent electronics like that 3DS in envelopes. I try best I can to cushion it with enough bubble wrap before sending and every customer I've sent this to got their item just fine. Thanks for the tip about getting free priority boxes BTW.

Anyway, I've already got a saved missing package claim. Should I go on and send it to USPS?

[daw365]

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@metaphe-37 wrote:

He hasn't been exactly clear on details. His only message to me on the refund was Package Completely Empty. I asked him if the package was ripped like that when he got it but he has yet to reply. Here's the image he sent me BTW.

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Hi @metaphe-37, you're being played: That plain, unattributed "USPS" sticker is perfectly aligned, vertically and horizontally, to the shipping label.

[metaphe-37]

@orangehound Alright, I know my package was sent in this type of envelope, but how do I send them my image and ask them about the notice without filing a claim?

[mysalonsavings]

I see you sent it priority so I would definitely contact USPS. They have a 100.00 auto insurance if you did not purchase extra insurance at least you will receive 100.00 back. Is very sad we have to watch not only for buyers but also theft in the mailroom. 😥

[metaphe-37]

@mysalonsavings According to the USPS website, Priority Mail includes up to $50 of insurance in shipping. Should I request for only $50 back in my claim then? (This is my first time dealing with a situation like this)

[orangehound]

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@metaphe-37 wrote:

@orangehound Alright, I know my package was sent in this type of envelope, but how do I send them my image and ask them about the notice without filing a claim?

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@metaphe-37 

I would simply call that post office, tell them that a package arrived with that label, and ask them to confirm that they attach a white label with that text to any opened package they receive.

[metaphe-37]

Is there anything I can do if it is a scam? From what I've seen the buyer has gotten positive reviews in the past few months so I'm starting to think they mean it.