Item I Sold Arrived to Buyer Damaged

Question

I sold a 3-piece collectible and when the buyer opened package one of the pieces was broken/damaged. I filed a claim and realize it will take time to process. Should I refund the buyer in full now or wait? If the claim is processed and a refund issued does it get refunded to seller or buyer? I'm confused on the process. Thanks.

michellemuck · Answer

Thank you so much!

disneyshopper · Answer

Ask the buyer for photos of the damaged item, the inner packaging, the outer packaging, the shipping label. Have the buyer file a Returns Request for Item Not as Described. You will fully refund the buyer if you do not want the item back. Tell the buyer to set all of that aside in case the carrier wants to inspect it. You can then file an insurance claim with the carrier, uploading the photos the buyer sent. If you want the item back, you accept the request and provide a prepaid shipping label for the item's return. When you get the item back, you have 2 days to refund the buyer. You do not file an insurance claim.