Item damaged during shipping.

Question

I sold a non-returnable item in good condition, but it arrived to the buyer broken. The buyer wants a refund. Since it was listed as non-returnable, am I still responsible for the damage. If it was damaged in the hands of the shipping company, are they supposed to reimburse? Not sure how to handle this issue.

Thanks

disneyshopper · Accepted Answer

If the buyer files a returns request because the item arrived damaged, you are responsible.  Ask the buyer for photos of the damaged item, the outer packaging, the inner packaging, the shipping label.  Tell the buyer to set that aside in case the carrier wants to inspect it all.  Then refund the buyer in full.  Now log into the carrier's web site and look for the link to file an insurance claim, uploading the photos the buyer sent.