Buyer claims they received the parcel, but content is missing

Emily_Joy

It was over 8 years ago when I received an empty box after buying something on eBay. Today my buyer says that they have a received the parcel, but it was filled with pasta, rather than the item I sent. The postage was Royal Mail 48, purchased via eBay. Tracking shows as delivered. The photo on RM website gives little information about surroundings, as it is basically a photo of the label. I checked claim guidance on Royal Mail website and it says I need proof of postage (I dropped the parcel at a Post Office) and a photo of packaging - this I don't have. I have obviously messaged the buyer, apologised profoundly, and asked if they would be good enough to provide a photo of what they received.  Of course the buyer can flatly refuse to cooperate.

What is eBay's policy in this situation? Do they require any evidence from the buyer?...

km1500

since you ask, eBay policy on this matter is that you would have to refund them in full

Emily_Joy

km1500 said:

since you ask, eBay policy on this matter is that you would have to refund them in full

I am prepared to refund the buyer in full. But I would like to claim it from Royal Mail, as this was insured in full. Royal Mail requests to provide an evidence in support of the claim. It is not possible for me to gather the evidence without help from the buyer.

soolin

I would tread cautiously if buyer is being un co operative, have they opened a case yet? If there isn’t a case then wait for them to open one and proceed from there.

if they open an SNAD case then you can provide a return label and insist the packaging is returned, thereby gaining the packing you need for RM. If they open an INR then use your tracking confirmation to close it in your favour, then you can ask buyer to provide the information you need to proceed with the claim, as I’m sure buyer will be much more helpful at that point. 

Emily_Joy

soolin said:

I would tread cautiously if buyer is being un co operative, have they opened a case yet? If there isn’t a case then wait for them to open one and proceed from there.

The buyer is acting a little odd to say the least. First, I received a message saying "the tracking shows item has been delivered but we received nothing". 3 minutes later I received a message saying that they received a box of pasta (no pictures, no further details). I explained carefully that the item actually was packed into a box from Pasta Evangelists and asked them to send me some photographs of the content and of the box as they received it. No reply.

Highlanddream

Probably just trying it on. Hold firm and if they reply keep asking for the photos. Ebay are pretty used to this type of rubbish. As above wait for them to open a case. 

soolin

Emily_Joy said:

soolin said:

I would tread cautiously if buyer is being un co operative, have they opened a case yet? If there isn’t a case then wait for them to open one and proceed from there.

The buyer is acting a little odd to say the least. First, I received a message saying "the tracking shows item has been delivered but we received nothing". 3 minutes later I received a message saying that they received a box of pasta (no pictures, no further details). I explained carefully that the item actually was packed into a box from Pasta Evangelists and asked them to send me some photographs of the content and of the box as they received it. No reply.

Ah I suspect it’s a case similar to one I had some years ago then and buyer is just not being very bright. In my case I had some small glass ornaments which I packed in an empty metal biscuit tin and then that went in an outer card box. Buyer sent a message saying she’d received biscuits rather than ornaments and I obviously suggested she opened the tin and checked inside. Instead of that she messaged again saying no, she had a tin of biscuits and even at one point insisted she had opened it and seen biscuits. In the end I insisted she returned it all for a full refund, and at that point, and only that point did she open the tin and finally admit her ornaments were inside. 

Even then I think her embarrassment made her quite aggressive as she sent a tirade about misleading packaging, and how her ornaments were in there with the biscuits (the tin was completely clean with just ornaments, bubble wrap and tissue paper). 

RFW

soolin said:

Emily_Joy said:

soolin said:

I would tread cautiously if buyer is being un co operative, have they opened a case yet? If there isn’t a case then wait for them to open one and proceed from there.

The buyer is acting a little odd to say the least. First, I received a message saying "the tracking shows item has been delivered but we received nothing". 3 minutes later I received a message saying that they received a box of pasta (no pictures, no further details). I explained carefully that the item actually was packed into a box from Pasta Evangelists and asked them to send me some photographs of the content and of the box as they received it. No reply.

Ah I suspect it’s a case similar to one I had some years ago then and buyer is just not being very bright. In my case I had some small glass ornaments which I packed in an empty metal biscuit tin and then that went in an outer card box. Buyer sent a message saying she’d received biscuits rather than ornaments and I obviously suggested she opened the tin and checked inside. Instead of that she messaged again saying no, she had a tin of biscuits and even at one point insisted she had opened it and seen biscuits. In the end I insisted she returned it all for a full refund, and at that point, and only that point did she open the tin and finally admit her ornaments were inside. 

Even then I think her embarrassment made her quite aggressive as she sent a tirade about misleading packaging, and how her ornaments were in there with the biscuits (the tin was completely clean with just ornaments, bubble wrap and tissue paper). 

I've often used second hand boxes. I used to buy them by the pallet. One courier refused to collect boxes because they had washing up liquid in, they didn't. If I have any now I tape over the content details on the box to save any confusion.
It does sound like the buyer here hasn't opened the box, it's too much of a coincidence to say it's pasta. Incidentally those Pasta Evangelist boxes are great to pack items in, we got from them for a while and reused all their boxes.

Spoonie_Turtle

Oh I wonder if this is at least partly why a particular Etsy seller states on her descriptions that she reuses packaging and gives examples of what things might turn up in.  (My last item from her came in a knock-off Pringles tube )

Emily_Joy

Spoonie_Turtle said:

Oh I wonder if this is at least partly why a particular Etsy seller states on her descriptions that she reuses packaging and gives examples of what things might turn up in.  (My last item from her came in a knock-off Pringles tube )

I also used to do it for some time, after one occasion when a buyer sent a message saying the item has not arrived, to which I replied that it was in a box from a milk frother. The buyer was polite and apologetic and wrote back saying that they received it but didn't open because thought it is something their daughter has ordered. 

Lorian

Now Amazon have reduced the number of boxes they send me I result in shipping in all sorts of things. I too suspect the buyer had just not opened the pasta.