Item has arrived broken

[allieloc]

Hi there. I sent a cup which i wrapped well in bubble wrap and boxed and the buyer has said it arrived broken and is asking for a refund. Where do i stand? Thanks

[tressygirl]

I'm afraid you do have to fully refund your buyer,  items have to be so well wrapped that they can withstand the ' delicate' handling of Royal Mail and couriers,  yours here,  unfortunately did not pass that test.

Ask your buyer to open a case for item not as described in the Resolution Centre,  as long as you refund within 8 days,  your seller fee will be refunded,  and no defect for your account.

I doubt you want the broken  item back,  but if you do,  the case will enforce you to pay for that fully tracked return postage.  If you don't want it posting,  just refund through the case details immediately when you receive the case.