What do you do if u sent package and carrier broke items in package but buyer paid for shipping

Question

I sent 30 piece china set and buyer says 5 of the plates got broke and the buyer paid for the shipping what do I need to do to make it right

shipscript · Answer

As a seller, you are responsible for safe delivery of the item to the buyer. Reimburse the buyer for the 5 broken plates, and ask the buyer to hold onto the packaging. Or, the buyer may want to return the entire set, in which case, you would be obligated to pay return postage.

Open a damage claim with the carrier. If you did not add insurance, then the most the carrier will compensate is $100. Most likely, the carrier will state that you did not properly protect the items with your packaging, which is common with sellers who are new to shipping porcelain and ceramics.

There are many replacement pieces out there, so the buyer should be able to find more of the missing pieces, but that may also affect what the buyer expects in reimbursement. You might want to do your own research before offering a settlement.