Damaged in post

[asgard*mage*]

I sent an item to a buyer who claims the item was damaged when they received it. I asked them to send me a picture and they have. When I posted it it was in mint condition. As the item is a collectable the buyer is not happy. What is my best course of action.

[franology · Accepted solution]

If it has been damaged in transit you will have to refund the buyer. Is it worth having the item returned to you or does the damage make it not economically sensible?

Ask the buyer to open a case for 'item not as described - damaged' and then you can refund them through the case and you will not receive a defect as long as you refund before they escalate. If you want the item returned you will have to send them a prepaid postage label.