The buyer requested a return on an empty package

[dentist_sasha]

I sold set of 6 books, but the buyer told me, that "he received an empty envelope with a sticker indicating that the post office received my package unsealed without contents".

He didn't attach pictures to the case, just sent me on email.

I called to customer service and they closed my case, because buyer said, that he didn't receive an item. Now he opened another case : The buyer requested a return because there's something wrong with the item.Please take action by Jul 11.Your PayPal funds from this purchase will be unavailable while this request is open.

Info from the buyer

Reason

Doesn't match description or photos

On my listing I said returns not accepted.

I don't understand what he wants to return? An empty package? 

I made a claim on the USPS, and ask the buyer to wait a little, but looks like he does not want to answer or wait. 

What should I do? 

 Please give me an advice. This is the first time for me.

Thank you!

[green-night]

It sounds like you shipped books in an envelope and package burst open and the contents were lost.

Refund the buyer without requiring a return .     Unless you want to pay return postage to get back an empty envelope which doesn't make any sense (nor does shipping 6 books in an envelope). 

[lintbrush* · Accepted solution]

Well if your packaging didn't survive USPS handling and it was ripped open and the product fell out, what else do you need?

The Money Back Guarantee makes the buyer whole by allowing to return the product they received if it wasn't as described.  If they received nothing, they have nothing to return except the packaging.  Do you want to pay to get the packaging back?

They aren't required to wait for your insurance claim with USPS to play out.  That's between you and the shipper.  

You have 3 choices:

1) Return for Refund (and even pay for return shipping)

2) Refund without requiring a return

3) Offer partial   

Never offer a partial unless you've worked it out with your buyer in advance.  You get one bite at the apple.  If the buyer refuses it, they can get eBay involved immediately after.  eBay will force the refund, not refund your selling fees and give you an Unresolved by Seller defect on your account for an entire year.

I say go with #2.  

No returns is only for buyer's change of mind/remorse reasons.  The MBG trumps any return policy.

[phcd1]

Books quite often get dislodged from their shipping protection due to the automation. When that happens a buyers get nothing but an empty box (or envelope). Books are not a high scam item and people who read them are typically not scammers. I would tend to believe the buyer myself and just issue a refund. Unless you sent them Priority mail (doubtful) there is no where to go. Even if you did, the buyer does not have to wait for your claim to be paid. Do NOT let the case timeout, Do NOT ask eBay to step in. You have a SNAD case and you will lose this one. Sorry.  😞

[dentist_sasha]

Thank you for answers!