Do seller need to refund anyway when an INR case is opened by buyer?

[mypaperstuff]

My question is : what is eBay's suggested best course of action for the seller in this situation?

An eBay seller sell an item, ship it using a parcel service, uploading a valid tracking number. Then, some paperwork detached from the box during shipment so it doesn't make it through to the buyer. The tracking show that the item is stucked "en route" but the buyer receive a letter from postal service apologizing for a parcel lost in the mail (due to paper detached from the parcel).

Should the seller :

1. Quickly refund the buyer, and then turn to eBay to get is money back (since valid tracking is uploaded - picture of the original invoice proving the tracking is valid).
OR
2. Apologize to the buyer, explain the situation but not issue refund, instead asking the buyer to simply wait for eBay to issue a refund under buyer guaranteed satisfaction policy - since valid tracking number was provided.

Thanks,

[busybeas_books]

Something is fishy here. Can you get a copy of the letter the buyer received?  Was it a physical letter or an email? What exactly was "the paper" missing from the package? There must be enough info left on the package to be able to contact the buyer.  If so, then why not just deliver it.  

[reallynicestamps]

Another thought.

Would this fit under Undeliverable Item, I wonder?

Undeliverable Items do not need to be refunded by the seller.

Probably not, since having the paperwork detach might be considered  a poor packing job on the part of the seller.

[reallynicestamps]

So the label tore off the package while it was in transit with the PO and the PO cannot deliver it?

but the buyer receive a letter from postal service apologizing for a parcel lost in the mail (due to paper detached from the parcel).

How did the PO know who to contact about the loss in transit if the label was torn off?

When was the last estimated date for delivery? Has that passed?

Has the buyer opened an Item Not Received dispute?

Can the seller show the tracking number proving the parcel was delivered?

If you cannot show Proof of Delivery, you have to refund.

and then turn to eBay to get is money back

You need Proof of Delivery not proof of shipment. Your buyer paid for delivery. This is a contract between you and the customer.

2. Apologize to the buyer, explain the situation but not issue refund, instead asking the buyer to simply wait for eBay to issue a refund under buyer guaranteed satisfaction policy - since valid tracking number was provided.

The seller will not get a refund from eBay.

The seller might get some partial refund from the shipping company, because the seller paid the shipper to deliver the package.

The buyer is not involved in the loss between the seller's doorstep and the buyer's doorstep. That is only between the seller and the shipper he hired to make the delivery.

Again.

How did the PO know who to contact about the loss in transit if the label was torn off?

Has the customer opened an Item Not Received Dispute.

What is the last estimated date for delivery?

Tell the customer you can only refund within a Claim. When he opens a Claim (and I am very...confused... about the communication between the PO and the buyer) counter with the tracking number, but if you cannot prove Delivery (again, not shipping, delivery) you must refund.

[marnotom!]

My guess is that someone found paperwork containing the buyer’s address separated from the parcel and they couldn’t reunite the two.

[reallynicestamps]

How many parcels are lying around in that shipper's terminal with no paperwork? One of the thing the "dead letter office" of the PO does is try to get obscure and difficult items correctly addressed. Including opening parcels in case there is a packing slip inside.