Vinted item lost

[drspouse]

I sent a piece of clothing via Vinted and the buyer chose Evri, now our local parcel shop is a bit chaotic though it's nothing on the state of some other local friends' parcel shops and I'm sure they aren't that careful either - the package arrived but had come open and the clothing has gone so it was totally empty (just one item, nothing in the package). She's sent a picture of the open empty package.
I don't know what happens now? When I sent an item I hadn't checked properly (the only other issue anyone has ever had with me over multiple sales) I gave her a partial refund, though I did offer to take it back. But she can't send me anything back and I assume there is some compensation due, except I don't know how to take it up with Evri since Vinted is their customer not me?
We are talking a couple of quid so it's not a huge issue but it's annoying!

Buyer needs to open a case with Vinted. You sent the item sealed i assume so it’s hardly your fault, nor should you be refunding as that’s what I thought the extra insurance was for that the buyer can opt for at point of sale ?

I sell regularly on vinted & whilst it’s only a few quid, the amount of back & forth when these kind of things happen with the buyer is huge. I had it happen twice in a row (one buyer wanted me to go back to the post office just to check they had dispatched.. item value was £4!!). I now direct them to set up a case.

Isn't the delivery contract between the buyer and Evri? (I thought that was why the buyer chooses the delivery) - if so the buyer needs to raise a case with Evri, they damaged her parcel in transit and need to pay for it. I'm sure that when you send something via Evri there's some kind of insurance for this happening?

The buyer says I didn't seal the end of the package (it looks from her photo like the tape got ripped off in transit - obviously I am not daft enough not to seal the end!). She's put "item not as described" so should I tell her to change that to "item not received" or "damaged in transit"??

Have you checked the Evie picture of delivery?

Good point @Menopants

The item was damaged in transit - it was fine when you handed it over at the shop and apparently ripped open with the item missing at the other end. It's not "item not received" because the packaging was delivered.

This sounds like a common scam to me - the buyer has opened the package and is now trying it on by saying there was nothing in it.

I didn't know you could do that, but it might well just show a package and not show whether it was open?

This sounds like a common scam to me - the buyer has opened the package and is now trying it on by saying there was nothing in it.
That's a good point. I have told her she can't say "item not as described" and needs to change the issue, so the ball is in her court now.

The delivery problem is hers to sort, she knows that so she's trying to throw it back to you. Stand your ground, I don't think she'll get anywhere with "item not described" when apparently she didn't get the item.

She says she's trying to change it to "item not delivered".

You will have a receipt from when you dropped the parcel at the shop so it's still on her to take it up with Evri. It will be showing on their system as delivered. There should be a photo of it on her doorstep too.

Yes, the tracking is all in order and she said it arrived (but empty).