Buyer requested a return because only a torn-open package arrived at their end. | Sell

axel-k-aus-d · 2025-07-18T14:47:49.412000Z

A few days ago I sold a pretty expensive Pokémon card on eBay and sent it as an insured package. Today the package arrived with the buyer. Unfortunately, the bottom of the package had been torn open and the contents removed. The buyer sent corresponding photos. He has now opened a return request on eBay for missing contents. I only have the option to accept the return or offer a refund. I recorded the packing process on video and can rule out that I sent an empty package. I wrote the buyer a message saying that I cannot accept the return and contacted support. There I was told I have to wait until 24/7 before the case can be looked at more closely in order to make a decision. Is there anything I need to watch out for or should do now?

Discussions

Buyer requested a return because only a torn-open package arrived at their end. | Sell | eBay Germany