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No response from customer who submitted a return request for damaged item.
On March 12 we received and shipped an order for two of the same large items that each needed to be shipped separately. Item cost was $390 each and shipping was $348 each. On April 3, we received a return request for a quantity of 2 where the buyer stated "I received the 2 items but one was damaged." He also included two pictures of the damaged one. I sent an email requesting the tracking number of the damaged one so I could submit a claim with the carrier, but didn't get a response by the April 8 "respond by" date. Not wanting to pay another $348 to get a worthless broken item back and not sure if he really wanted to return both, or if he submitted the return request with the wrong quantity, I sent a refund offer for one item plus the shipping cost for that item. 16 days later, I'm still awaiting a response.
Naturally, I wish he wouldn't, but if he wants to return the undamaged one, that's fine. Under no circumstances do I see any point whatsoever in returning the damaged one that would cost more to repair than the original cost, not to mention the shipping cost that's more than my acquisition cost. My question is, what do I do now? Who pays to return the undamaged one since the return reason would be that the OTHER one is damaged? Can I send two return labels if he does finally respond that the refund offer isn't satisfactory? How long before I can ask eBay to step in?
