I am a seller. I sold an item on ebay, the customer messaged me to say it was faulty. I told them to return for a refund. The buyer instead decided to open a claim via paypal. I responsed the same way as i did with the private messages. Return the item and a refund will be issued. Obviously when you open a case on paypal, you need to provide proof that the item has been sent. The customer provided a tracking number. The item was received and signed for, accept the item was an empty envelope, not a box with the weight of 2.4kg I want to now what will happen next. I work in a shop, and this item had been signed for by my staff. The envelope has been misplaced, however we do have CCTV footage to show no box arrived. How do i go about solving this. The case is waiting for me to confirm that the item has been received, i do not want to do this as it has not been received. But because the customer sent a letter, the tracking number says otherwise
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