📭 Scenario 7 — Customer Receives an Empty Parcel (Seller → Customer)

Situation: The customer received the parcel, but the ordered product was not inside.

What to do:

1. Open a carrier investigation.

2. Ask the customer to provide:

   • 📸 Photo of the product packaging
   • 📸 Photo of the shipping label (including tracking ID)
   • A personal affidavit

   If warranted by the specific circumstances:

   • A photocopy of their ID
   • If identity theft is suspected: a criminal complaint

ℹ️ The customer is not legally obliged to provide these documents, but their refusal may be taken into account when assessing credibility.

1. Once the customer has provided the requested information and credibility is established, issue a refund within 5 business days.

⚠️ refurbed reserves the right to initiate a Take Over in these situations.