Buyer saying Charm fallen apart

[crispy4298]

I sold a Pandora Charm for a bracelet just before Xmas, it was in perfect condition when sent, buyer has left positive feedback, but has now sent a photo stating the charm has fallen apart.  I'm unsure as to how I deal with this, should I ask them or should I open a Dispute or do I ask for the Charm to be returned to me.   Its been many months since I've used ebay for selling until recently and things have changed, so any words of advice would be very much appreciated.  Many thanks.    

[tressygirl]

You do not open any dispute.  If your buyer is within  30 days of the item's last estimate date for delivery They need to open a case for item not as described.

You accept the case within 3 days,  and pay for the return tracked postage if you want the item sending back to you, on receipt of your item,  you have 48 hours to refund them.  Stick within those timelines,  and your seller performance will not be affected.

If 30 days have passed they cannot open a case with eBay,  but could turn to their payment provider for help with a refund.

@crispy4298 

[crispy4298]

Many thanks for your help I will do as you suggest.  

[tressygirl]

You're welcome ! 🤗