Buyer says item received but missing goods
afternoon
i have sold printer ink, so a small package. i wrapped it in a sealed back with some padding.
i have a picture of Evri of the item being delivered + tracker info.
the buyer is claiming item was delivered but the goods were not in the bag but only the sealed bag and padding. It would be impossible to get to the good without opening the bag
i have went back to the buyer stating the above but where do i stand on this? would i have to tell them they would have to report this to the police? for me to report to Evri. I dont believe it to be true but where do i stand regards them and amazon?
first time this has happened to me
17 replies
Seller_1ewP6WevE6D6C
anyone experienced this or have any input, not sure my options on this?
also on the case it says Auto Authorized - missing part, how can it be auto authorized if i have proof of delivery?
Seller_RkpGAsFSJh2Ft
Okay good. Evri/Hermes can be a nightmare to deal with when it comes to claims, however if you’ve bought from them then their contract is with you and not Amazon so they can’t use that excuse. I never use buy shipping but you will see many stories on here of people stuck in and endless loop between Hermes and Amazon where neither party will admit fault. What’s the value of the order? Contact Evri/Hermes and open a claim. Meanwhile let the customer know it’s being investigated as a case of theft and you’ll need to seek compensation from the courier. Often when they start thinking it’s a fraud case they’ll ‘mysteriously’ find the order.
All that said, if it’s A-Z then you’ll have to take the loss, appeal it and try to reclaim the money I’m Afraid 
Seller_RkpGAsFSJh2Ft
Oh at least it’s a return! You’ve got a bit more wiggle room with this. 100% contact Evri first before refunding ANYTHING though!
Seller_1ewP6WevE6D6C
what does the auto authorized mean though? on above picture from amazon site, i took that as they have approved the refund ?
Seller_1ewP6WevE6D6C
do i just have to refund him? he is saying the item was never in the package and package hasnt been tampered with to remove the item, which is impossible if the item is missing? hate dishonest people, already left me negative feedback and you get so little feedback per sales well i do 
Seller_g9A9pMrqcDqa1
Wait for the return and then deduct 99% as someone mentioned you can’t deduct 100%. They will then probably open an a-z but this won’t affect your metrics as the negative feedback has already done that. When I’ve made deductions Amazon have granted the a-z but funded it themselves. Also report the buyer using the report buyer mechanism.
