Inquiry for return request case

Question

Hello, I received a return request, but I packed the product accurately and securely before shipping. However, the buyer claims that the package was torn open, some items are missing, and out of the 12 items, they only received 3. We've exchanged messages regarding this matter. According to that, Could you please advise on how to proceed? Thank you.

wooden_flower · Answer

@seoulgenie

You are responsible for the package until delivery, so you owe your buyer a refund. Most shipping services include some insurance coverage. Ask your buyer for photos of the package and see if you can file a claim with your carrier.