What to do in this situation?

[mapleleaf-collectibles]

Long story short, sold some items, items cost $15, postage was $25, Canada post tracking shows it was delivered but the buyer has informed me that the package was empty of its contents, and there was a empty envelope and letter from Canada Post saying sorry for the damage. Buyer says he has no way of sending photos of the envelope or letter? Is this covered by insurance if no additional insurance was purchased? Who has to file the insurance claim? Will I need the actual postage receipt or is the tracking number good enough? Could I be getting scammed? I paid for the postage through Ebay. Any help on how to proceed would be greatly appreciated.

[dinomitesales · Accepted solution]

If you bought the label through eBay then it's at least Expedited Parcel so you have $100 insurance included by default. You can open the claim on Canada Post's website with just the tracking number. You'll need the contact information for the buyer - ask them for their email address (you should have their phone number already from the sale). They will try and contact the seller for more information. Ask the recipient to save all packaging and the "letter" (I don't know what is meant by this - Canada Post doesn't send letters regarding damage they just put it in a plastic envelope that indicates the package was found damaged in transit).

[john_koenig99]

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@mapleleaf-collectibles wrote:

 Buyer says he has no way of sending photos of the envelope or letter

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This part I find it quite suspicious. No way of sending photos? We're in tthe mid 2020s...