Damaged item, though packed very well?

[originalflygirl_123]

Please can someone advise me on what am i supposed to do when a buyer has received an item which i packed with loads of bubble wrap, they claim the item was broken in transit? They sent photo's of the breakage but not of the box it travelled in, which i have pointed out must have been damaged for the item inside to be broken. I said they should have photographed the box before opening to show that there could be a problem inside. The item arrived in the morning but the lady didn't email until the evening. Being that it is a childs toy, how do i know they haven't dropped it and broken it themselves?

Any advice what am i supposed to do next?

[1956glyn]

Hi Basically what Ebay require you to do is refund upon return of the item back to you.   Then you as the seller has to try and make a claim for compensation from the Carrier.

Ask you buyer to open a not as described case under Ebays Money Back Guarantee. 

You will have to accept the case and send the buyer a return tracked label through the case. 

it could also be argued that no matter how well you thought the item was packed.....it was not sufficient as it arrived broken.

it really is not wise to challenge a buyer as to what they could have done to the item.....be careful if you are hinting they broke it themselves because the buyer can leave you negative feedback.