Beads are stolen in the Chinese postal system, it's a huge problem. It appears to happen in customs and possibly while they are in transit. I paid out a total of $4000 in refunds before requiring that all packages to China over $100 are sent by express mail with insurance. If your customer files a claim with ebay you will be held responsible for sending a refund. I believe it is up to you to file a claim for insurance. I would suggest that you ask at your post office. Express mail has not been a problem for me. The strangest experience that I've had is a returned package that contained a piece of metal junk. The beads had been removed, the metal was put in the package and sent to me as undeliverable. As I had paid out the $75 refund 4 months previously I just threw the package and it's contents in the trash! I'm sorry that you are also having this problem but as the package was insured you should be able to make a claim for the value of the missing beads. Do you have a copy of the invoice? Judy