item broken upon delivery

[trendyshop_me]

I recently sold an item  and the buyer has informed me that it arrived damaged. They have provided photos showing the item broken upon delivery.

The item was shipped securely and in good condition from my side. It seems the damage occurred during transit. I would like your guidance on the next steps, as I want to resolve this issue fairly for both the buyer and myself.  What should i do  next  ?

[tobiasd4]

Ask buyer to open ebay case for "Damaged in transit"

As you posted via SD, ebay should refund buyer and you keep your money. 

[trendyshop_me]

I posted the item using Royal Mail 2nd Class, and I purchased the postage label directly through eBay. Since the item arrived damaged in transit, should the buyer open a case under “Damaged in transit” so that eBay can refund them and I can keep the payment?

I just want to make sure I’m following the correct process. is this the correct case  ? If I offer a full refund, will it come from my funds or will eBay cover. See picture Thanks 

[**peaseblossom**]

You do not offer or issue a refund.  As said, when buyer opens a return using "Arrived damaged" ebay refund.  You keep the payment.

[61stephenuk]

Which item was it?

Not all your recent sales have been sent with simple delivery.

eBay only covers you if simple delivery was used,if you used your own postage you will have to refund after issuing a label which you can do via the case and getting the item back or refund without return saving the return postage cost then try to claim from Royal Mail for the damage.

[john1297576]

“I posted the item using Royal Mail 2nd Class”

It does not sound as though you used SD, and you do not say the value, but second class would only cover up to £20.