Sold item has been damaged before despatch What do I do?

[jetstreamtraders]

Can members offer advice as to what I do?   The item was accidently damaged after the buyer had already paid.   What is the procedure when this happens and how is this reported?

[*vyolla* · Accepted solution]

You need to cancel the order as 'out of stock', I'd also send the buyer a photo of the damaged item to hopefully avoid a negative feedback:

https://www.ebay.co.uk/help/selling/getting-paid/sellers-can-cancel-order?id=4136&st=3&pos=2&query=H...

[jetstreamtraders]

Even though it's been damaged?  Ebay will accept "out of stock" for cancelling an item that is a single, one-off sale?  I'm not a trader

[tressygirl]

You could send the buyer a message explaining what has happened and with photos of the damage, ask if they wish to cancel,  then you can cancel citing Buyer Requests to Cancel.  

How bad is the damage is it worth asking if the buyer would accept a  partial refund if item was sent ?

@jetstreamtraders 

[*vyolla*]

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@jetstreamtraders wrote:

Even though it's been damaged?  Ebay will accept "out of stock" for cancelling an item that is a single, one-off sale?  I'm not a trader

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Any seller can use that option, private or business.

[jetstreamtraders]

Thank you for the advice.  I will do that.  Cheers!!