New to the community? Welcome! Please read our Community Rules and Guidelines
Join the live Q&A with our Community moderator team Wednesdays, 1-2pm PT (4-5pm ET) and Fridays, 4-5pm GMT. Learn more in Community Events
Here are some options:
--Check customer feedback, if available, to see if this is a "norm" for them.
--If the item was insured, file an insurance claim. Refund the buyer while you administer the claim with courier (get pics/documentation from the buyer first and have them not destroy what they received until the insurance investigation is over).
--Or have them file a dispute for Significantly not as described, they'll need to send the item (damaged/empty box) back to you if you lose and you'll refund their money because they will eventually get their money back one way or another. If they file a chargeback with their credit card instead, you'll be charged an extra for PayPal chargeback fee.
There is risk in doing business online and with shipping items. Sellers are responsible for protecting themselves as much as possible and meet the requirements of seller protection as much as possible but sometimes circumstances like this happens which should be a rare occurrence if you are prolific in selling. Don't take the circumstances personal, it's just bad luck and make business decisions instead. Just like it is bad luck for the buyer if the shipment was delivered but the customer didn't receive anything and PayPal will rule in your favor because you'd have proof of delivery via tracking number.